Q. What do you do?

A. We are an industry leader providing comprehensive customer service training and e-learning solutions and measurably effective results. Our complaint resolution training programs are nationally recognized for helping some of the world’s best known companies respond to customer complaints in such a way that completely regains goodwill – without giving away the store. Additionally, dozens of Fortune 500 companies rely on us every year for e-Learning professional development programs for call center and contact center supervisors and managers.

Q. How can my organization benefit from the Beyond WOW Complaint Resolution workshop?

A. Our flagship seminar, Beyond WOW Complaint Resolution, can make your customer service representatives more effective in communicating with unhappy customers than ever before. The results of this seminar are dramatic and immediately visible.

Beyond WOW Complaint Resolution introduces the Ten Golden Rules for Complaint Resolution – a field-tested and proven strategy for resolving complaints in such a way that regains customer goodwill. We specifically designed the Ten Golden Rules to help employees establish rapport and create trust with unhappy customers, make customers feel heard and understood, and most importantly, to completely restore confidence in our client’s brands.

Most of our clients report that the Ten Golden Rules dramatically reduces talk time because every point employees need to make is clearly lined out in a way that is practical, easy-to-implement, and extremely effective.

Customer service representatives learn to deal with difficult customers with diplomacy and tact, say “no” without causing resentment, respond to negotiation ploys, avoid damaging admissions, and resolve problems without giving away the store.

You get measurable results from this training…immediately. Most of our clients report the following results after taking the seminar:

• Increased confidence in dealing with difficult customers
• Measurable reductions in the amount of money spent to resolve problems
• A greater sense of pride in customer service work and improved job satisfaction
• Ability to control calls more effectively
• Ability to negotiate resolutions that balance the interests of both the customer and the company
• Reduction in calls escalated to supervisors

Q. How can we ensure real learning occurs and skill transfer after training with Myra Golden Seminars?

A. For Myra Golden, success is measured by definite transfer of skills to the job and more specifically, the ability to measurably increase profitability by building, restoring, and strengthening customer relationships. Your people must be more effective after a Myra Golden training than before the training.

Every Myra Golden seminar is participant-centered, using group interaction over 60 percent of the time. Our fierce focus is to empower participants to arrive at their own answers and conclusions and to reach solutions that work on the job. Our approach is based on the simple belief that employees will only act on those things that they understand and accept. Only change that is self-determined is sustainable. The participant-centered approach to learning is based on the legendary creative training techniques taught by the Bob Pike Group.

Our clients are given a supportive environment for exploration, struggle, and discovery, so the insights they gain will truly be theirs, as well as the self-confidence that comes from those discoveries.

Q. Can you provide references?

A. Certainly, we’re happy to provide client references to establish our credibility. We can also forward impressive client testimonial letters and dozens of comments from seminar participants.  

Q. Do your e-Learning programs for frontline employees include quizzes or tests?

A. Myra is emphatically against giving quizzes or tests in her e-Learning programs for the simple fact that her objective, and the objective of our clients, is not to show how much participants have memorized at the end of a program, but rather to have participants be able to adopt and apply what they've learned - and to have the inspiration to truly make their new ideas work.

Myra's online training videos are interactive and participants are encouraged to stop the videos and make specific plans and commitments for adopting and applying the new strategies they are learning. Our clients have found this approach to be extremely effective.

Q. We are trying to determine if your programs are a good fit for our business environment.  What kinds of organizations does Myra Golden Seminars typically serve?

A. We suggest the following types of organizations should contact us immediately:

• You are a Consumer Affairs Department and the employees with the critical responsibility of responding to complaints have had no formal complaint resolution training. We believe we can design and deliver a measurably effective training that inspires a real appreciation for feedback, builds a sense of pride in consumer affairs work, delivers proven tactics for dealing with difficult customers, and positions your employees to respond to complaints with diplomacy and confidence. Contact us.

• You are a Contact Center Supervisor facing challenges with coaching, monitoring, or progressive discipline. We believe we can immediately equip you and your team with specific skills like coaching, addressing unacceptable performance, supervising employees who were your peers, and progressive discipline. Contact us.

• Your employees “give the store away” when faced with demanding customers or negotiation ploys. We believe we can equip your employees with skills to make good business-sense decisions and consistently settle complaints in a manner that balances the interests of both your customer and your company. Contact us.

• You have no “soft skills” training in your Agent New Hire program. We believe we can deliver online measurably effective training that equips your Agents with skills to build, restore, and strengthen customer relationships for as little as $20 per agent. Contact us.

• You are losing more customers to the competition than you can afford to lose. We believe we can conceptualize and implement a customer recovery strategy that will immediately 
  result in a net profit increase of at least 25%. Contact us.

• Your employees have challenges dealing with demanding, irate, or unreasonable customers. We believe we can give your employees proven tips, tactics, and techniques for diffusing anger, communicating with diplomacy and tact, and call control. Contact us.

• Your employees are resolving customers’ problems and complaints, yet a large percentage of seemingly satisfied complainants don’t make future purchases. We believe we can introduce a company-wide complaint response strategy that completely restores customer confidence in your brand and results in a 95% retention rate among complainants. Contact us.

• Your employees have made damaging admissions or otherwise costly mistakes when communicating with complaining customers. We believe we can help you manage product liability risks and avoid litigation by developing a solid process that substantially minimizes risk. Contact us.