Live & On-Demand Webinars

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen, Project Manager
Carlson Hotels Worldwide

GUIDED Live Webinars with Myra Golden in 2017!

Choose the Webinar That You Most Need, Or Get Your Full Access Pass to Participate in Each of These Events, Plus Get Recordings for Each Event

January 26, 2017 – Monitoring and Coaching

February 16, 2017 – De-escalation/Handling Difficult Customers

April 5, 2017 – How to Talk to Customers: Empathy, Tone & Connection

April 27, 2017   Motivating Customer Service Professionals

May 3, 2017 – Addressing Unacceptable Employee Performance/Behavior

September 13, 2017– Chat Experience Essentials

November 8, 2017 – How to Talk to Customers: Empathy, Tone & Connection

PLUS our library of past events are available for immediate viewing. See library of courses below.

Your Best Professional Year!

This New Year my goal is to help you tackle 2 areas:

1. Coaching, Feedback, and Accountability. In this area I want to give you the tools and plans that will build your confidence and skill in coaching your team to optimal performance, by addressing unacceptable performance and by holding employees accountable.

2. Friendliness, Empathy and Connection. I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience.

So, how will we do this?

Through my Full Access Community  – for 12 Months of Professional Development. Here are the details on Full Access.


Here’s What Our Full Access Members Get:

  • You have access to Myra’s full library of archived webinars for as long as you’re a member, so you can immediately pull up a topic that you or your team need help with.

  • New webinars announced via email to remind you to login and get your professional development and inspiration, so you can participate in live events with your peers and get development to take you to the next level.

  • Enrollment for up to 10 people in Myra’s Customer Service eLearning suite, so you can give your employees my very best customer service training at their own pace.

  • Access to all of Myra Golden’s training course scripts, exercises and slide decks, so you  or your corporate trainer can train your own employees using Myra’s proven and coveted methods.

Join Myra for a whole year of professional development!

Companies that have used Myra’s webinars and/or eLearning include:

Anderson Windows

Aveda

Domino’s Pizza

Frito-Lay

General Mills

Giant of Maryland

John Hancock

Kellogg’s

McDonald’s

Playtex

Stride-Rite

Walmart


Past Event Recordings Available to Full Access Members (and available for individual purchase)

How to De-escalate Angry or Agitated Customers

De-escalation Training to Help Your Employees Get Angry Customers to Back Down, Pre-empt Escalations to Supervisors and, In General, Handle Difficult Customers with More Ease.

Live Webinar with Myra Golden now available for viewing online

Read outline—>

Quality Contact Center Monitoring & Coaching

In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join me for this encore presentation of a blockbuster webinar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.

Read outline—>

4 Easy Steps to Designing the Very Best Chat Experience, So Your Agents Can Handle Chat Twice As Fast, With Half the Effort

Live webinar with Myra Golden, Thursday, October 27th at 1pm ET (or get the recording)

Read outline —>

Managing to Eliminate Unacceptable Employee Performance or Behavior

All who supervise people will gain tactical insights to help them bring out the best in people at their worst – in such a way that doesn’t cause resentment.

We get the behavior we tolerate. Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. This supervisory training program was designed by Myra Golden to position supervisors and managers to assertively nip unacceptable performance in the bud using field-tested and proven intervention techniques.

Read outline –>

What I’ve Learned From the Zappos Contact Center

In this special webinar I share with you some of my biggest “Ah-ha” moments from my 10-year benchmark study of Zappos. We explore Zappos hiring, core values, quality monitoring and more.

Read outline –>

Quality Contact Center Monitoring

In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join me for this encore presentation of a blockbuster webinar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.

Read outline –>

How to Solve Your Biggest Problems with Coaching Contact Center Agents

It’s a fact. Most managers don’t give employees the constructive feedback they need in order to develop and grow. Some managers shy away from conflict. Perhaps they hope the problem will correct itself. Many fear getting a difficult to handle response from the employee. We never want to admit it, but some managers want to be “friends” with their employees and this “friendship” keeps them from the giving the constructive feedback their employees need. And then there are those who just wait until the annual performance review to lay it all on the employee.

Read outline –>

Stop Screaming at Me! – Special 60-minute customer service week broadcast.

You don’t have to get frustrated dealing with demanding, irate, or unreasonable customers and you don’t have to put up with verbal abuse and threats from customers.

Read outline –>

How to Handle Difficult Customers Using Verbal Aikido

5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations.

Read outline –>

Call Control Using Conversational Aikido

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

Read outline –>

Extremely Essential Skills for Chat Agents

Proven Strategies for Making Emotional Connections and Delivering an Outstanding Customer Experience Over Chat

To prepare for this training, I mystery shopped companies like Nordstrom, Zappos, QVC and Amazon.com to bring you the best –and worst – examples of customer service chat. I combined my fun mystery shop experience with my 5-year study of best practices of the chat customer experience.

Read outline –>

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

Read outline –>

***”Watch Everything Package” You can get access to Myra’s entire webinar library AND have access to all new live webinars for one great rate.***