Frequently Asked Questions
Start here with questions on everything from Myra's online courses to live virtual training, LMS integration, and in-person workshops.
Confidence in Every Conversation.
Accounts & Access
I need help logging in.
Your student login is right here.
If you're logged in and don't see our videos, you may need to enable JavaScript. Here's a quick tutorial video showing you how to enable it.
I forgot my password.
It happens all the time, no worries. Meet us over here, and we'll quickly reset your password.
If you don't see your password reset email from us within three minutes of requesting it, check your SPAM or Promotions folder. The link will expire after six hours once you request a reset.
I've completed or partially completed a course, yet I don't see my progress.
If your progress or a certificate is not showing where you expect it, tell me through the contact page and my Classroom Administrator will look up your records and get back to you.
My videos aren't loading.
The most common issues students report when videos don't play are:
- Browser: clear your cache and cookies, or switch to a different browser.
- Internet connection issue.
- Firewall or anti-virus on the computer.
- A VPN was turned on.
- Try a different computer.
One of these steps should resolve the issue for you.
Customer Service Master Class
How long is your Customer Service Master Class?
It will take your employees two hours and 16 minutes to complete the video lessons. No rush, though, because your employees have twelve months' access to the course.
How can I be sure my employees participate and complete the course?
I set my completion criteria at 95%, meaning your employees must show up for 95% of the classes to finish the workshop. When your employees complete my Master Class, my team prepares a certificate. Ask your employees to share their credentials with you.
We have a Learning Management System (LMS). Can we upload the course to our LMS?
Absolutely you can. My courses work with any LMS that supports SCORM, cmi5, xAPI, or AICC. Learn more about our LMS integration here.
Will my employees have a chance to ask you questions?
Yes. I hold virtual office hours a couple of times a month. I announce my live office hours in the Master Class online community.
We need to pay by check. Can you send me an invoice?
Sure can. Go to the contact page, choose Something else, and tell me which training package you want and where the invoice should go.
How long does it take to get set up for training once we register?
In most cases, we get your eLearning portal set up within one business day.
What is the structure of the Customer Service Master Class?
I've neatly packaged the Master Class into eight modules (Telephone Skills, Empathy, Handling Challenging Customers, and more), and deliver each module in micro-learning lessons.
Micro-learning is a unique approach to online teaching that delivers content in short bites, perfect for the reality of remote work, short attention spans, and multiple distractions.
How do you keep my employees engaged in the training?
As a digital learning strategist, I know it's crucial to engage learners in training. Otherwise, they're just clicking through modules and won't walk away with changed behavior. I keep your employees engaged using my 3I Method: Instruct, Involve, Implement.
Instruct is where I'm teaching a framework or concept. Involve is your employees doing something, whether responding to a question, taking an assessment, completing an assignment, or going on a virtual field trip. And Implement is where I have your employees pause and jot down key ideas or set goals for what they'll do differently.
De-escalation Academy
How long do we have access to the training?
De-escalation Academy alumni can review my video lessons and supplemental worksheets for 12 months.
What is the total time commitment for De-escalation Academy?
De-escalation Academy contains approximately 82 minutes of core instruction (about 90 minutes total seat time, including quizzes and navigation).
Will my employees have a chance to ask you questions?
Yes. I hold virtual office hours a couple of times a month. I announce my live office hours in the online community.
How will you customize scenarios and make the training relevant to my employees?
Much like my live digital workshops, I'll ask my students to apply real situations they struggle with to the frameworks I guide them through. When your employees work through my 3R Conversation Control Method™ with their actual cases, they glean insights they'll adopt and apply when they give customers tough news, issue a denial, say "no," and handle challenging customers.
Live Virtual Training
Is there a limit to how many people can attend Myra's Live Virtual or In-Person training?
Myra does not have a headcount limit. In Live Virtual workshops, Myra expertly uses virtual breakout rooms. The small group discussions and activities give the comfortable feel of a small group, which makes it easy for Myra to work with audiences of all sizes.
What platform do you use for Live Virtual workshops?
We use Zoom exclusively for Live Virtual workshops.
How long are your virtual workshops?
Most are two to three hours, which includes a short break. Myra also facilitates virtual training in 60- and 90-minute blocks.
Can we record the training?
Yes. Just ask us to record your virtual workshop, and we'll send you the complimentary file after the event.
Does Myra customize her workshops?
Absolutely. To kick off design, we send our Discovery Questionnaire. Your team answers my questions and shares as much background about specific scenarios as possible. I also like to review a sample of phone calls for contact center clients.
How long does it take to design Live Virtual training?
I like a minimum of three weeks of design time for custom training. I also take seventeen private clients a year, in person and virtual combined, so it may be four to eight weeks or longer before we schedule your workshop.
How much do Myra's Live Virtual workshops cost?
It is published. My Investment Guide lays out all four Signature Experiences, the keynote, the half day workshop, live virtual, and the custom video build, with what each one costs and what it includes. Nothing is held back for a call.
In-Person Workshops
Is there a limit to how many people can attend Myra's In-Person training?
Myra does not have a headcount limit. She expertly uses breakout discussions. The small group discussions and activities give the comfortable feel of a small group, which makes it easy for Myra to work with audiences of all sizes.
How long does it take to design In-Person training?
I like a minimum of three weeks of design time for custom training. I also take seventeen private clients a year, in person and virtual combined, so it may be four to eight weeks or longer before we schedule your workshop.
How much does Myra's training cost?
It is published. My Investment Guide lays out all four Signature Experiences with what each one costs, so you can see the number before you spend any time with me.
LMS Integration
What is an LMS, and how do I know if we have one?
A Learning Management System is a software application for the administration, documentation, tracking, reporting, automation, and delivery of educational courses, training programs, and development materials. If your company has purchased software known as a Learning Management System (LMS) and that system accepts SCORM 1.2 files, you can affordably use our courses on your system.
How long can we use your training courses in our LMS?
We offer two options: a Perpetual Agreement that never expires, and an Annual Agreement. The perpetual agreement is a one-time fee of 5,997 USD, and the annual contract is 1,197 USD per year.
Can I take a look at your contract for LMS Integration?
Absolutely. Here's my Perpetual Agreement, and here's my Annual Agreement.
Can I see an outline of each course, with timelines, in the LMS Integration package?
Absolutely, here you are.
If your answer is not up there, ask me directly.
The contact page sorts you in one click, whether you are a student who cannot get in, a buyer weighing the Master Class or LMS integration, or a podcast producer. Most questions are answered on the spot rather than in a queue.
If what you want is to bring me in to work with your team, that starts with an application instead. I take seventeen private clients a year, in person and virtual combined.
Confidence in Every Conversation.
