Telephone Skills. Empathy. How to Handle Difficult Customers. Call Control. De-escalation.
“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard. After we selected her eLearning package, she and her team were amazingly responsive in helping us customize and implement them quickly.”
Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce
Quite Simply, This is the Most Complete, Step-by-Step, Engaging Online Customer Service Training You Can Find for Your Contact Center – and at a Fraction of the Cost of Traditional Classroom Customer Service Training
Walmart called Myra’s eLearning the “the gold standard” and John Hancock said, “The first thing that struck us was how engaging each module was….you are asked to actively participate in each module and there are action items you take away.”
We’ve gathered up all of the best training from Myra’s live, full-day customer service and empathy workshops…the ones she delivers to companies like Coca-Cola, Frito-Lay and Vera Bradley – and neatly packaged it in a new online customer service training that you can get delivered right to your employees’ desktops. All you need is Internet. Or, we can give you the SCORM files in zip format for quick uploading to your LMS.
Myra gets your agents to participate in exercises, leads them in setting actionable goals and she presents quizzes to test knowledge. You are granted access to run progress reports whenever you want -so you can see how your employees are coming along in Myra’s training.
(When you enroll in our customer service online learning, we ask you which courses you want to make mandatory, which ones are great as optional courses and you even have the option to not offer some of our courses at all.)
Customer Experience Over the Telephone – So your employees can make a great first impression over the phone and end calls on a positive note
How to Talk to Customers – So your employees can master the human relations skills that it takes to consistently deliver a delightful customer experience
Empathy – So your employees instinctively put themselves in your customer’s shoes and respond with more care, concern and friendliness
How to Handle Difficult Customers: 5 Conversational Aikido principles – So your employees are confident, assertive and in control when dealing with angry and agitated customers
Call Control – So your employees can politely control calls with storytellers, ramblers and whiners
Email Writing: 3 elements of a great email customer experience – So your employees can craft personable emails that reflect your brand voice
How to De-escalate – So your employees can gracefully respond to the customer who demands to speak to a supervisor and they can assertively keep customers from escalating in aggression or anger
How to Deliver Bad News to a Customer: The 3 keys doctors use to give bad news – So your employees can deliver bad news with confidence and without fear of negative backlash
Complaint Handling – So your employees can handle problems in such a way that they completely restore customer confidence after a service failure
How to Rock Your Customer Service Job: 5 Traits of the Best Customer Service Professionals – So your employees have solid ideas and inspiration to excel in their jobs
We have full descriptions of each module, including how long each module is right here if you’d like to take a look.
Clearly this is the most complete, step-by-step, engaging online customer service training you will find anywhere for your contact center reps.
Myra’s online customer service training is perfect for:
Call centers struggling with call control and handling difficult customers
Call centers needing to focus on a warm, friendly customer experience
Customer-facing employees in any industry
Call centers struggling with high escalations
Training Departments that have gaps in soft skills to fill
Small companies that want to instantly improve the customer experience
Small businesses with a shoestring training budget
The first thing that struck me about Myra Golden’s eLearning module was how engaging they were. You are asked to actively participate in each module and there are action items you take away. The participant gets to see Myra and her captivating personality throughout the module. These two features set Myra’s modules apart from other customer service modules, and our participants comment about how the time flies when they are taking them – another indication of their engagement!
The second thing is that Myra and her staff live their lessons. They are supportive and go above and beyond to make sure that we have all we need on the administration end of things and alert us if there are new or updated modules.
This one-two punch knocks her competition out of the water!
Kristin Augusta, Sr. Operations Manager, John Hancock
As you sample Myra’s modules, you’ll experience her energy and engagement. You’ll know right away that Myra will resonate with your employees and that they will love spending time with her in this training.
Ten (10) online video courses for employees to follow on their own – you can see the module descriptions and training time right here
Super easy to access on our platform – just login and press play
Easily integrates into any call center SCORM/AICC Compliant LMS
12-month access to training
Flexible course selection (Your employees don’t necessarily have to participate in all courses – You’ll choose the topics your employees need and they will only be presented with the courses relevant to your company)
Interactive exercises and thought-provoking questions to ensure the learning is adopted and applied
One exercise Myra asks your employees to do in the course is to identify one thing they will START doing, one thing they will STOP doing and one thing they will CONTINUE to do.
You can participate in this exercise too!
Quizzes at the end of each module to test learning. (Your employees must score at least 80% in each module in order to “pass”
YouTube video skits with exercises to keep your people engaged, get them laughing and help make the learning “stick”
One of the videos Myra’s plays for your employees in the How to De-escalte module is from Jack Nicholson’s Five Easy Pieces. Myra plays the clip and then debriefs with your employees about what went wrong.
In the Empathy module Myra plays this powerful video from the Cleveland Clinic. She plays this video in every single live workshop on Empathy or Customer Service. After the video in our online training, she discusses the video with your employees.
How will you use Myra’s online training?
A lot of our clients use Myra’s customer service online training as part of their New Hire training. Some use it to fill gaps in soft skills training. We have clients that rely on Myra’s modules for their entire strategy for handling difficult customers. How will you use Myra’s customer service eLearning?
With a full money-back guarantee, there’s no way you can lose … except if you don’t get this training for your agents now.
We promise that if you invest in this training and use these methods, you will feel the wonderful results it can bring.
When you order this training right now, imagine the benefits you’re about to receive. Employees who struggle with apathy, rudeness or harshness will get the empathy training, telephone skills, and human relations skills they need and they will soften and deliver a better customer experience.
Your satisfaction is assured through our no-risk, money-back guarantee.
If for any reason, you aren’t happy with this training, just contact us within 14 days and we’ll refund your enrollment fee.
“Myra’s program was excellent! One of the best training sessions we have attended -well presented. The session was very beneficial to our everyday job!”
-Shirley Perry, Michelin North America
You get access to training for 12 full months!
Tier I: Up to 5 employees- $599 Start training your employees right now
Tier II: Up to 10 employees- $999 –Start training your employees right now
Tier III: Up 25 employees – $2,500 – Start training your employees right now
Tier IV: Up to 50 employees- $5,000 – Start training your employees right now
Outright ownership of SCORM LMS modules (no expiration) – $7,500 –Get your SCORM or AICC compliant modules in zip files today
Still have questions? Look at our Frequently Asked Questions page.
“Myra’s positive attitude really makes me feel that one person can completely change another’s state of being.”
Pablo Martinez , Consumer Affairs Specialist, Kellogg’s