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Member Loyalty: The Art of WOWing Visitors and How to Earn Devoted Member Loyalty 

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Customer Recovery

How to retain more customers, improve customer satisfaction, and increase profits

This presentation builds an indisputable case for the urgent need for companies to rethink and redesign their processes for handling problems and complaints to retain more customers, improve customer satisfaction and increase profits. Your team will learn company specific steps for completely restoring customer confidence after service failures occur, including: The elements of the perfect corporate apology, empowerment levels, finding complaints about your brand in social media, and the art of surprise and delight.

Myra’s theme is that customers who complain and have their problems resolved immediately are a company’s most loyal customers. She provides advice on how to regain customer goodwill with planning, empowerment, empathy, and training. Case studies, statistics and specific examples provide great proof that growth through customer share (keeping the customers you have) versus market share, is the fastest and easiest way to achieve growth in any economy.

Throughout the talk, Myra draws on a theme of a customer-centric culture through compelling examples from Zappos.com, Nordstrom, and Best-Buy, predetermining solutions to your most common problems, intense training of your frontline employees, empowerment, and a culture of surprise and delight.

Myra conducts interviews with audience members, executives, and meeting planners to deliver company specific solutions and practical steps to put your company on the fast-track for regaining customer goodwill after even the worst has happened.

This program is available as a keynote presentation, as well as interactive half and full day sessions.

Beyond WOW Customer Service

The Service Leadership Approach to Exceptional Customer Service

Based on Myra’s bestselling book with Dr. Jeffrey Magee, this program is crucial for any organization that wants to create a real customer service culture. Myra will give senior executives and customer service leaders the insights, benchmarks, and motivation to deliver on the needs and expectations of customers. From creating warm customer experiences at the initial point of contact to handling complaints as if they were gifts, attendees will learn how to create customers for life at every service touch point.

Attendees will…

• Find out why you must build your business by gaining “customer share” as well as market share
• Explore the critical difference between customer satisfaction and customer loyalty
• Discover service mapping, a method for analyzing what happens at each point of service – so you can identify weaknesses and correct them and discover what you’re doing right and keep doing those things
• Examine tools for building loyal relationships with employees and customers
• Review the loyalty-profit chain and learn how to put it to work in your organization

This program is available as a keynote presentation, as well as interactive half and full day sessions.

Social Media Is the New Customer Service

Is your company engaging customers and monitoring complaints on Twitter, FaceBook, and blogs? If not, why not?

As one of the pioneers of social media for customer service, Myra knows all the social networking communities you need to be listening to and participating in and she will show you exactly how to maximize social media for customer service relevance. Myra will position your company to surprise and delight consumers who post gripes about your brand online, show you how to build buzz, and how to manage and protect your online reputation.

Audiences will learn:

=> How to easily find and participate in online conversations about your brand(s) in forums, blogs, FaceBook, Twitter, Amazon.Com Reviews and other social networking communities.

=> How companies like Southwest Airlines, Zappos, Starbucks, Dell, and Comcast are very successfully using social media to build, restore, and strengthen customer relationships.

=>How to setup a FaceBook business page that will ultimately become a “community” where your fans come for product updates, help for problems, and to rave about your brand.

=> How to setup your own social media team (within your existing consumer contact center) that aggressively protects your brand credibility, listens to consumers, and serves customers like never before.

=>How to harness the power of social media to help you manage crisis situations and to resolve problems faster than ever before.

=> Why putting an existing customer service representative in charge of monitoring blogs and social media is both a real morale and productivity booster.

=> How you can use YouTube to educate customers and why you can’t afford not to be doing this.

=> How to absolutely WOW customers by scanning social media for complaints and responding with super-quick speed.

This program is available as a keynote presentation, as well as interactive half and full day sessions.  

See Myra's Q & A regarding Leveraging Social Media to Monitor Consumer Feedback

Customer Service is the New PR

How to Design a Branded Competitive Advantage Based on the Strength of Your Service Strategy

In Customer Service is the New PR, you will learn how to radically differentiate your brand from the competition and drastically improve your reputation with consumers by implementing a razor-sharp customer service strategy. Myra introduces the 5 fundamentals of a company-wide service strategy: putting customer service above everything, friendly, helpful “above and beyond” customer service, investing in “surprise & delight”, a solid customer recovery plan, and listening to and getting involved in social media conversations about your brand. Using riveting examples from Zappos.Com, Disney, Nordstrom and Starbucks, Myra will show you how to increase revenues based solely on your “customer service is PR” strategy.

This program is available as a keynote presentation, as well as interactive half and full day sessions.

The Customer Service Reality Show begins with Myra having an exhaustive conversation about your customer service position with your senior executives and those who oversee customer service operations. She will ask hard-hitting questions to determine the severity of customer service issues you are experiencing.

Myra will take her research into your brand and give you an assessment of your tactical relevance from a customer service standpoint. She will tell you what you need to start doing, stop doing, and continue to do, in order to create a concrete and sustainable service advantage. And then… Myra will facilitate a fiercely focused, yet fun, focus group live on stage in front of your senior executives, sales professionals, line managers and frontline staff. Your audience will be able to ask questions of the focus group. If you are serious about creating a culture of world-class service, this is the program for you.

This program is available as a keynote and can also be adapted for consultation.

Stop Screaming at Me!

Packed with practical, ready-to-use tips, tactics, and techniques that will help you get any angry customer to back down AND regain their goodwill!

Your employees don’t have to get frustrated when dealing with demanding, irate, or unreasonable customers and they don’t have to put up with verbal abuse and threats from customers. Myra will get your people started down the fast track to total confidence and skill in dealing with frustrating customers.

When your people have the right tactics and techniques and the motivation, they really can get any angry customer to back down and ultimately regain the customer’s goodwill.

In this interactive training, Myra covers:

Hostile Interaction Essentials – 10 things every customer service representative should know

·         The psychology of anger

·         How to lay a foundation for problem resolution - so that you can make better deals with unreasonable customers

·         2 effective responses for when you are the target of verbal abuse

·         Tone of voice: making the biggest impact on calming angry customers

·         The #1 tactic difficult customers use to try to control you

·         How to handle a problem that was caused by the customer

·         Exactly how to handle the customer who demands to speak to a manager

·         The importance of letting customers vent – and  how long you should let them blow off steam

·         Why you cannot rationalize or negotiate with an angry customer

·         3 comebacks for the customer who tries to manipulate you with intimidation or aggression

·         The critical importance of reflecting back the customer’s intensity – and how to do it gracefully

·         How to say ‘no’ without causing resentment

·         How to respond to customers who want you to "bend the rules"

·         How to deliver bad news to your customer while preventing negative backlash

Don’t Shoot Yourself in the Foot – Self-defeating actions that make your job harder

·         Why reducing choice, sounding formal, and causing a sense of helplessness will always arouse resentment in customers

·         The reason “splitting the difference” just to appease an irate customer is almost always the wrong solution

·         Putting the difficult customer off…why avoiding calls and emails from difficult customers always escalates the customer’s rage

·         Telling a customer he is wrong (even when he is wrong) always spells TROUBLE. Find out why

·         Ignoring the customer’s expression of anger – find out why you MUST address, head-on, the customer’s anger

·         Defending the problem, company, or a co-worker will always back-fire. Myra will tell you why.

Conversation Control

·         How asking 3 closed-ended questions back-to-back instantly puts you back in control of any conversation

·         The surprising power of “telephone silence” and how to pull it off with eloquence

·         20 powerful phrases, word-for-word, to help you regain control of common difficult conversations

·         Learn Myra’s favorite technique for regaining control of a conversation: The “Topic Grab” technique.

·         Exactly how to assertively respond to the yelling or cursing customer

·         The secrets to getting ramblers, whiners, and story-tellers to cut to the chase

·         How simply saying, “You’re right.” will stop a ranting customer cold

Powerful Anger Diffusion Strategies

·         How to deliver bad news to your customer while preventing negative backlash

·         Verbal Aikido…how the martial art Aikido can help you instantly create calm with customers

·         6 tactics for getting angry customers to back down. These tactics are diplomatic, super-simple, yet highly effective!

·         3 Strong, but non-threatening tips for creating calm with irate customers

PLUS

·         Self-Control – How to keep from becoming upset and unraveled when speaking with demanding, unreasonable, or irate customers

·         Listening Techniques: Let Customers know you hear and understand them

·         Question and Answer Session – Myra will answer your most pressing questions about handling difficult customers

This program is delivered in a customized, interactive half-day session.

The Art and Psychology of Turning Complaints into Profits

How to completely restore customer confidence after any service failure

In this critically acclaimed training, Myra 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. Myra specifically designed 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 her client’s brands.

Most of Myra’s clients report that the Ten Golden Rules dramatically reduce 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. 

Audiences gain strategies, tactics, and psychological insights for dealing with demanding, irate, and unreasonable customers, 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.

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

Audiences learn:

• Exactly what it takes to make peace and regain goodwill in problem situations...Myra’s 4-tier response strategy is backed by more than 10 years of research from Gallup and it's guaranteed to restore customer confidence with more than 90% of your customers
• How to establish rapport with complaining customers – in 15 seconds flat...All of the gurus are talking about these simple strategies (from Stephen Covey to Tim Sanders), yet almost nobody is doing this!
• When to apologize to customers and how to do it...Research has found a link between a heartfelt apology and a drastic reduction in lawsuits and attorney fees. But how do you offer an apology that is both “safe” and since. Myra will show you!
• How Cracker Jack® introduced the world to surprise and delight and how you can do it too in the wake of problems!
• How to handle the customer who demands to speak to your supervisor- without refusing the customer AND without transferring the call
• You'll love this: a sure-fire response to the yelling or cursing customer
• Say 'No' without causing resentment or worse...losing the customer
• The best way to work with customers when their requests are unreasonable and how you can get them to compromise   
• 20 helpful phrases –word-for-word to use when dealing with unhappy customers
• Examine the psychology of anger – and discover secrets for diffusing anger that only the pros know
• How to (really) resolve problems without giving the store away

This program is delivered in a customized, interactive half-day and full-day sessions.

Before You Hit Send!

Why so many companies blow it with customer email and how you can do better! 

Every email that you send out has your company's brand in the signature line and it puts your corporate reputation on the line. A great email can completely restore customer confidence in your brand and regain goodwill. But, at the fingertips of a disgruntled customer, your emails can be plastered all over the Internet by way of a powerful blog. In, Before You Hit Send, Myra shows your people, step by step, how to craft customized, friendly emails that answer customers’ questions and leave customers with a WOW reaction. Prior to delivering this program, Myra likes to review a random sample of email threads to get a great feel for your current level of e-customer service.

In Before You Hit Send! Myra reveals secrets like…

What You Need to Know Before You Send Your Next Email to a Customer

·         7 grammar gaffes that make you look dumb (and rob your company of credibility)

·         The 100% dummy-proof trick that you can use to ensure you answer each of your customer’s questions completely

·         Why it’s important for your email to do more than just answer the customer’s questions

·         Never send an email that you wouldn’t want posted, in its entirety, on a blog!

Creating a Winning Email Style

·         How to write short, descriptive subject lines and why you should

·         How to structure your email for greatest impact

·         Build instant rapport with your customers by writing with a casual, contemporary tone

·         Why you need to communicate with short sentences and short paragraphs in email

Proofread Like a High School English Teacher

·         How to avoid (very) common gaffes and goofs that rob your company of credibility

·         Why proofreading your email backwards can help you catch embarrassing errors

·         Get a checklist of key things to re-view before ever hitting the send button

·         Great tips for proofing on your computer monitor

·         BONUS: Expert editors' tricks for spotting their own mistakes

Making Sure Bad Things Don’t Happen Over Email

·         Kid-glove techniques for responding to complaints when you can’t say “yes”

·         Avoid negative words and phrases that can push your customer’s hot buttons

·         How to know when it’s time to break the email thread and just pick up the phone

·         The greatest major hurdle to completely answering every question customers pose in emails:  Once you've reached this special "tipping point," your email response will suddenly hit a whole new level

 This program is delivered in a customized, hands-on half-day session.

20 Fast WOW Telephone Techniques 

This presentation is chock-full of tips and techniques to position customer service professionals to make callers feel taken care of, effortlessly diffuse anger, and keep customers coming back

Every person who answers your phones represents your brand. Are they creating warm experiences over the telephone, making callers feel taken care of, and building loyalty one call at a time? If not, this training may be just the jolt they need to overhaul your telephone customer service experience.

Participants of this seminar will discover fun and practical tips for WOWing every customer, every time. Attend and you and your team will learn…

• 8 ways to make every caller feel taken care of...these tips will boost customers' satisfaction, create calm with upset customers, and make you a rock star!  
• Steven Covey's 5th Habit...discover what it is and why you need to master it.
• How to calm any panicked, upset, or irate customer in 6 seconds flat. Here’s a little hint: Reflect back intensity.
• Learn the correct (and polite) way to put callers on hold...customers hate to be put on hold, but this technique will put them at ease immediately. 
• The best way to transfer a call.  Customers have no tolerance for multiple transfers, but this 4-point technique will be like giving them a shot of Novocain before the transfer.
• How to handle the cursing or yelling caller. Myra will show you how to handle extreme behavior with confidence, control, and credibility. 
• The #1 Service Recovery skill you need to know.
• The new service icon that customer service professionals are flipping for…what Gumby can teach you about WOWing customers…This new approach to service delivery is fun to implement, sticks with your employees, and truly surprises and delights customers.  

• 3 things you can do to instantly get customers on your side, or at any rate, not against you
• How to deliver Beyond WOW service by simply "going one better" when you come across a man in a desert. Trust us, this will make sense once Myra’s in the room with you
• They say first impressions are everything. Myra will show you how to make the most of the first 6 seconds of a phone call and the last 3 seconds.
• Be a customer service maven by tomorrow! 7 super-simple tips for WOWing customers over the phone.
• How to say (just about) anything to any customer...it's not what you say, it's how you say it.

• 3 simple questions to put you back in control of any conversation. This includes conversations with ramblers, difficult customers, and know-it-alls.
• How to say ‘no’ without causing resentment…or worse, losing the customer.
• If only you’d stop talking... How to politely get ramblers, whiners, and storytellers to cut to the chase…yes, it can be done!
• Learn expert listening techniques that let callers know they have your undivided attention
• Calm down already! Myra will give you 3 strong, but non-threatening tips for creating calm with upset customers. You’ll love these!
• How to make customers feel smart... even when they ask dumb questions.

This program is delivered in a customized, hands-on half-day session.

10 Secrets of Generation Y Management: Think Out of the Box to Effectively Lead, Coach, and Motivate Yers

In 10 Secretes of Generation Y Management, Myra Golden reveals the Generation Y work expectations, work ethic, and the generational personality. She also offers a set of real, not impossible, solutions to the challenges of managing, motivating, retaining Generation Y talent.

“The program with Myra Golden on managing the relationships and our interactions with others in different age groups was the best program I've seen in years, we’d love to bring her back soon.  I think we hit a homerun. Her style, her content, her interactive teaching techniques helped our audience think through the situations and interactions they have every day and gave them ways that they could be more effective. Even long after our attendees could have left the program they stayed afterwards to learn more and talk with Myra personally about their own situations.  This program was such a hit, and everyone’s really going to be able to use the ideas they received today.”

Doug Johnson

Arkansas State Employees Association

Attendees will learn:  

• 9 Things you can do to bring Generation Y workers into your circle
• 5  ways to create a motivating environment for Yers
• The importance of being frank with Generation Y
• Learn how to stop battling with your Yers like 2 dogs fighting over one bone
• How to motivate Generation Y when the company doesn’t want to spend much more than scientists do on rat pellets
• What you can – and must – learn from Donald Trump’s Apprentice about managing Generation Y
• Warning:  Your cube is not your workbench: you need to be MBWA (managing by walking around) –here are 7 tips to help you do just that
• 9 Things you can do to win over Generation Y
• 6 Things you need to understand about Generation Y and what they need to know about you –and two warnings
• How to get Generation Y on  your side, or in any event, not against  you
• How to give Yers instructions and them to act on it

This program is delivered as a keynote or interactive half-day session.

Extreme Motivation: Powerful Ways to Keep CSRs Pumped and Productive

According to Newsweek, customer service jobs are among the top 10 toughest jobs in the country! In this fast-faced and fun presentation, Myra shows you how to minimize burnout and reduce stress in customer service jobs and she lays out a proven program for truly motivating your VIP customer service employees. Additionally, attendees will learn:

§  What really matters to CSRs…straight from their mouths!

§  10 Stress inducers in call centers and what you can do about them

§  9 low-cost and no-cost ways to motivate Reps

§  Leadership techniques proven to increase CSR productivity

§  How to keep Reps motivated when they are under pressure

§  How Zappos.com has created a culture where Reps want to deliver absolutely amazing customer service

This program is delivered as a keynote or interactive half-day session.  

How to Negotiate with Customers: Win-win strategies for negotiating with customers you can't afford to lose.

How to Negotiate with Customers: 10 Simple Strategies for Negotiating with crafty, cunning, and unreasonable customers

We promise, after Myra's How to Negotiate with Customers workshop, your team will be inspired and thrilled with how effective they are at negotiating with customers.  And once they’ve gotten a taste of how easy it truly is to get angry customers to back down and reach win win resolutions, they will be completely STOKED and actually look forward to negotiating with customers!

How to Negotiate with Customers is CLEAR, CONCISE, and geared to give you QUICK RESULTS that will empower you to reach agreements that balance the interests of both your customers AND your company.

In How to Negotiate with Customers, Myra reveals secrets like:

• How to lay a foundation for resolution - so that you can make better deals with customers (even unreasonable customers)
• How to reach agreements that make good business-sense and still have the customer walk away (or hang up) happy.
• Why empathy has no place in negotiations with tough customers. 
• The first step you MUST take when negotiating with an angry customer - if you fail to take this step, you WILL spend more money than you should and you'll feel awful.
• Hear a STRONG case FOR apologizing to customers - discover why a simple apology can diffuse anger, help customers cut to the chase, and minimize emotions AND slash your settlement costs.
• A strategy that ALWAYS works - know your BATNA (Best Alternative to a Negotiated Agreement) .This is a strategy used by all of the pros and it will work for you. 
• 5 rules for having tough conversations.  Learn the importance of taking control, having the last word, and 3 other crucial rules.
• How to regain control by using the "Pause" button - Pausing is a subtle, but effective strategy that can be used to intimidate, inspire awe, or just leave difficult customers in the dust!
• How to set limits with customers -  AND actually stick to them! 
• 2 mistakes you can't afford to make when negotiating with customers. 
• 7 secrets for moving customers out of a hardball mentality - you'll love these! 
• How to nail the customer that tries to manipulate with anger - three simple, but extremely powerful techniques.
• 4 things to never do in a negotiation. Knowing these "don'ts" makes all the difference.
• Why you need to beware of hypothetical questions.
• How to call a customer on a negotiation ploy - a proven 2-step response is all it takes to call a bluff with finesse!
• 3 questions you need to ask yourself before making any concessions - these questions will help ensure you don't "give the store away" in an attempt to reach  quick agreements.
• How to analyze the concessions your customer makes.  What do large concessions tell you? Small concessions? What about quick concessions? There's a hidden meaning behind EVERY concession.

--So you can negotiate with the confidence and skill of Donald Trump, even if you never dreamed you could!

This program is delivered in a customized, interactive half-day and full-day sessions.

Quality Contact Center Monitoring: 

A remarkably quick and easy 10-point blueprint for building an effective quality program

Customer Service Representatives are “the company” in the eyes of your customers. Consumer perception about your company is formed by the one-on-one conversations your Representatives have with your customers. These conversations impact customer satisfaction, customer loyalty, brand perception and profits.

In contact centers, a solid quality call monitoring program makes all the difference. A well-designed quality program helps you identify and resolve service problems and continually improve upon the service experience. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time and no improvements in quality. Join us for this encore presentation of a blockbuster seminar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program.

You and your team will leave this intensive webinar with a 10-point blueprint for designing and executing your own quality monitoring and coaching program. Myra will also share best quality monitoring practices from such renowned companies as Nike, Johnson & Johnson, and Disney Direct.

Course Topics Include: