When: Friday, May 21, 2010 1:00 - 3:00pm ET 

Tuition:

$299 per company  Register for this webinar  

Tuition includes a digital recording of this webinar. Recordings are typically available 21 days after the live webinar

From the Desk of Myra Golden::: What You Will Learn

You don’t need to be intimidated by problems or unhappy customers. You don't have to be unnecessarily exposed to vigilante attacks from unhappy customers, and you don't have to wind up on YouTube for a simple mishap.

If you have the right tactics and techniques and the motivation, you can get any angry customer to back down and ultimately regain the customer’s goodwill.

I want to get you started down the fast track to total confidence and skill in dealing with frustrating customers.

After I accepted my first job in retail I found myself spending eight priceless years on the frontline dealing with unhappy, aggressive, and completely frustrating customers. I was forced to learn, on my own, how to get angry customers to back down, how to deal with attempts at physical intimidation, and how to completely restore customer confidence after service failures. 

Through my experience, in the trenches with customers, I discovered some tested and proven techniques that work – all pieced together in a strategy that will take you from flat to an absolute diplomat, faster than you’ll believe possible.

Yes, you CAN do it. And I want to get you started, with a unique live webinar experience. In it I'll share with you a series of critical strategies, including:

• Exactly what it takes to make peace and regain goodwill in problem situations...My 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 sincere. I 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

Plus, You'll Receive a Special Bonus Webinar Recording:

To add more skills and value to this whole experience, I'm also going to give you completely FREE a web recording of my Handle Difficult Customers Like a Diplomat seminar. 

I promise, after attending watching my 90-minute Handle Difficult Customers Like a Diplomat webinar recording, your employees will be inspired and thrilled with how effective they are at getting angry customers to back down and moving customers out of a hardball mentality. 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 the challenge of moving customers out of a hardball mentality!

Handle Difficult Customers Like a Diplomat is CLEAR, CONCISE, and geared to give your people QUICK RESULTS that will empower them to defuse anger and reach agreements that balance the interests of both your customers AND your company. Your employees truly will be able to speak to the most difficult of customers with the confidence, strategy, diplomacy, and tact of a DIPLOMAT!

This valuable bonus is available is delivered in online format, and it's free, as my way of simply saying "Thank you" for enrolling in my Complaint Handling Course. You'll receive this bonus the afternoon of the live complaint handling webinar.

Our Solid Money-Back GUARANTEE

If within 2 weeks you don't find yourself already handling problems and complaints with more ease, getting angry customers to back down more quickly, and feeling more confident as you speak to customers who experience problems, then just tell us and we will give you a prompt and cheerful, full refund.

$299 per company

Tuition includes a digital recording of this webinar. Recordings are typically available 21 days after the live webinar

When:

Friday, May 21, 2010 1:00 - 3:00pm ET 

Here's a great example of how easy it is to end up on YouTube with a little snafu...

Don't let this happen to your company. Equip your employees to handle problems and complaints effectively, or you'll hate yourself later. Register for this webinar - $299 per company

And here's another little snafu that ended up on YouTube...1.2million people have viewed this video.

 right now so you can protect your company- $299 per company

Tuition includes a digital recording of this webinar. Recordings are typically available 21 days after the live webinar

Myra Golden's Complaint Handling Lab

Myra’s famous 9-step strategy for completely restoring customer confidence and regaining goodwill after any service problem 

Friday, May 21, 2010 1:00 - 3:00pm ET 

$299 for unlimited participation within your organization (includes digital recording of the webinar)

Register now!

Save big on Myra's webinars with an Annual Membership 

For less than the price of 3 webinars, you can attend all live events and view recordings for 1 year

My clients love the fact that after attending my live webinars, they can walk away with a free recording of the event.

What that means is, they can get an even greater return on their investment when they take my web seminar and use it:

      *As an integral part of their new-hire training program,

      *a reinforcement tool with our live full-day training sessions,

      *as a stand-alone solution

      *or integrated with their in-house training programs.

How about you? How will you use your recording of this webinar?  

Myra Golden's Complaint Handling Lab

Myra’s famous 9-step strategy for completely restoring customer confidence and regaining goodwill after any service problem 

Friday, May 21, 2010 1:00 - 3:00pm ET 

$299 for unlimited participation within your organization (includes digital recording of the webinar)

Register now!

Save big on Myra's webinars with an Annual Membership 

For less than the price of 3 webinars, you can attend all live events and view recordings for 1 year

Call Center Webinars reserves the right to change program dates and times.