Customized On-site Customer Service & De-escalation Training
My engaging training with your employees focuses on the soft elements of service – the sound, flow, and feel, so that your employees go back to work fully prepared and inspired to express the soul of your brand over every contact channel and assured of their ability to handle challenging customers.Talk to Me About Your Training Goals.
"I was very pleased with Myra's presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can't wait for Monday."
SUSAN LIPE A.V.P./REGIONAL MANAGER ARVEST BANK
"One of her most impressive acts of preparation was the fact that she had done prior research on our organization so the teaching would directly relate to our company. This created a feeling that we had known Myra for years. Throughout the day, she presented useful information with a lively, upbeat style that kept us motivated. Humorous anecdotes were thrown into her lecture and lightened the mood of all who heard her."
“I appreciated all the pre-work you did to learn about McDonald’s training and operational procedures. You did a great job of customizing your training to meet our specific needs. Also, it appeared as though the entire group was completely engaged and thoroughly enjoyed the training.”
MICHELLE SINGER, PRESIDENT, AMERICAN MARKETING ASSOCIATION – TULSA CHAPTER
"I am still receiving compliments on your polished and actionable presentation! You are a complete professional who can connect with your audience through warmth and deep knowledge. I hope to have you back again!"
Fun and Focused Frameworks!
In my de-escalation workshops, I force conflict with your team, step back and observe how they work through the issue. Frustration, lack of listening, and failure are common during the exercise. My next step is to debrief the activity to reveal best practices for problem-solving and de-escalation. The exercise is fun and transformative!
"I was ecstatic when I stumbled across Myra's training and discovered that she would customize content specific to our customer service and de-escalation needs. From my initial contact to the final closing remarks at her training, Myra was both professional and captivating. She engaged us in a way that is not only memorable, but applicable and gave us methods to immediately improve our interactions with customers. We cannot wait to bring her back for another training!"
Training for groups of all sizes!
Because my workshops are interactive with tons of small group activities, I can easily and effectively train groups into the hundreds!
Sr. Vice President, Partner Solutions for Life, Claims and Distribution
“Moment of Truth” for an insurance company. The customized tools and lessons presented by Myra Golden transcended the typical ‘training class’ and was truly a professional development event. Our associates were immediately empowered to create more memorable service experiences for our customers even before the applause faded. As stated by one associate, “Myra Golden captured our attention from the moment she started to speak, until the very end! I feel privileged to have been a part of the training!”
GARY STEPHEN, EVP, CLAIMS, PURE INSURANCE
"I must say that the feedback from the staff regarding your presentation was ever so favorable. People found it valuable, insightful, and thought-provoking - Just what I was hoping for."
BENJAMIN CORNELL, CUSTOMER EXPERIENCE MANAGER, EDIBLE ARRANGEMENTS INTERNATIONAL, INC.
"Myra's keynote was everything I was hoping for, and then some! She left our group energized and excited to get back to their stores and wow their customers. Our managers have already started to put practices in place to take their customer interactions to the next level. Her perspective and message were easy to follow, and she gave actionable items that will help our organization for years to come. She truly understands what it takes to make lasting emotional connections with customers and has a wonderfully effective way of delivering it."
My Customized Training Usually Works Like This:
- Define the Problem You Need to Solve
- Determine Outcomes – what you want your employees to know, feel, and do as a result of Myra’s training
- Answer the Question, “How will we know we’re successful?”
- Design Options to Reach Your Objectives
- Develop Content and Learning Activities
- Facilitate Training
Comprehensive, resourceful workbooks!
We will send you a link to download my handouts a few days before your training. You can merely share the digital copy or print the workbooks for your team.
Featured by Microsoft and LinkedIn!
During the Pandemic, Microsoft featured four of my courses to help job-seekers discover new career paths, learn relevant skills, find jobs that are in-demand and stand out to recruiters. More than 1.6 million people showed up and took my classes!
Customer Spotlight: West
“I have attended many customer service trainings, and I have worked in customer relations for many years. Today I learned more in a few hours than I ever could have imagined! And the way Myra presented the information was wonderful.”
The best way for adults to learn is through activity, discussion, and humor! Through guided activities for small groups and fun exercises with a purpose, I keep your audience engaged.
I Help You Adopt and Apply the Training Frameworks!
You can only achieve customer service excellence if you work the frameworks. That's why I follow up workshops with a reinforcement guide to help you remember and launch the key frameworks I teach.
I’ll customize your workshop on everything from empathy to telephone skills to call control to de-escalation. I’ve recently facilitated training for the CDC, Arizona Public Service, Instacart, AARP, Colorado DMV, Chrono24, and Chicago Museum of Contemporary Art.Talk to Me About Your Training Objectives.