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Webinar
Description
Outthink,
out persuade, and outwit your most difficult customers! This highly
acclaimed event includes Myra Golden's Verbal Aikido strategy, the psychology of
Anger, and Steven Covey's 5th Habit. Don't miss this one!
A
message from Myra Golden...
You
don’t need to be intimidated by angry and difficult customers.
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.
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 high-impact live web event. In this webinar I'll share with you
a series of critical strategies, including:
Hostile
Interaction Essentials
– 10 things every customer service representative should know
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The
psychology of anger
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How
to lay a foundation for problem
resolution
-
so that you can make better
deals with unreasonable
customers
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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
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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
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The
critical importance of reflecting back the customer’s intensity – and
how to do it gracefully
-
How
to say ‘no’ without causing resentment
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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. I’ll tell you
why.
Conversation
Control
-
How
asking 3 closed-ended questions back-to-back instantly puts you back in
control of any conversation
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The
surprising power of “telephone silence” and how to pull it off with
eloquence
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20
powerful phrases, word-for-word, to help you regain control of common
difficult conversations
-
Learn
my 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
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Verbal
Aikido…how the martial art Aikido can help you instantly create calm with
customers
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6
tactics for getting angry customer 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
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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 & understand them
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Question
and Answer Session –
I will take and answer your most pressing questions about handling difficult
customers.
All
webinar recordings include:
-
Full
webinar digital recording
-
Unlimited
viewing within your organization with no expiration
-
Rights
to download and save webinar video
-
Rights
to incorporate webinar within your Learning Management System (LMS)
Stop
Screaming at Me! – A world wide webinar event
22 Strategies to Help You
Circumvent, Eliminate, and Minimize Difficult Behavior
Friday,
February 19, 2010 1:00 - 3:00pm ET
$299
for unlimited participation within your organization (includes digital recording
of the webinar)
Register now!
Even if you
can’t attend, register anyway…all registrations include a digital copy of
the webinar that can be downloaded, saved, and archived forever. (Digital
downloads will be available Monday, February 22, 2010.)
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!
Don't
just take my word for it. See for yourself what others are saying about my
training programs:
Myra
Golden's
seminars are captivating and resourceful in complaint resolution. Her tactics
should be used throughout the world!
Brandy
Warrior, Coca-Cola
It
was outstanding I could relate to
Myra
and her strategies.
Kristi
Collier, McDonald's
Corporation
Myra
's
program was was excellent. One of the best training sessions we have attended
...well presented. The session was very beneficial to our everyday job!
Shirley
Perry, Michelin North
America
Myra
's
workshop provided a process and tools to use when dealing with customer
feedback. Her workshop has provided many "A-ha's" for us to
incorporate into our day-to-day work environment.
Anne
R. Armitage, former manager Customer Relations, Vistakon, a division of
Johnson & Johnson
Myra
delivered a sensational message that will enable me to be a better, stronger
leader.
Rachel
Kennerty, Team
Manager the Coca-Cola Company
Myra
's
program changed my attitude about customer service.
Katawi
Cato, Coca-Cola
North America
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?
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!
Stop
Screaming at Me! – A world wide webinar event
22 Strategies to Help You
Circumvent, Eliminate, and Minimize Difficult Behavior
Friday,
February 19, 2010 1:00 - 3:00pm ET
$299
for unlimited participation within your organization (includes digital recording
of the webinar)
Register now!
Even if you
can’t attend, register anyway…all registrations include a digital copy of
the webinar that can be downloaded, saved, and archived forever. (Digital
downloads will be available Monday, February 22, 2010.)
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