>>10
Golden Rules for Complaint Resolution
Do-it-yourself
Training System
Dealing
With Unacceptable Employee Performance
Info
CD!
Get
Myra Golden's Complaint Resolution Training Kit at $300
off When You Buy the Electronic Version!
At Myra Golden Seminars
we are serious about recycling and conserving energy. All
of our workbooks and handouts for live seminars are
printed on recycled paper and we offer products
electronically whenever possible. Why? Because
recycling:
- Saves trees.
- Conserves energy and
natural resources.
- Reduces the amount of
materials mined from the earth.
- Saves space in
dumps/landfills.
- Saves resources for
future generations, children.
- Promotes a higher
quality of life.
You
can be a part of our effort AND give your employees a
dynamic complaint handling training when you buy the
electronic version of Myra's 10 Golden Rules for
Complaint Resolution Training.
Everything
You Need for a Total Complaint Handling
Training
Get
your training materials now and equip your employees to
deal with difficult customers with diplomacy and tact,
say "no" without causing resentment, respond
to negotiation ploys, and resolve problems without
giving away the store.
Here's
what's included:
è
13
prewritten training
modules
è
Reproducible
comprehensive participant workbook
that drives home key points and serves as a reference
point
long after the training is over.
è
High-impact
PowerPoint presentation that you can use as is or
customize with your logo and specific examples.
è
Detailed
trainer's notes
to help you quickly
g
et ready to train.
è
Supplemental
worksheets
that assure employees have a solid
g
rasp on key points.
è
Certificate
for free consultation with
Myra
Golden -
Consult with
Myra
about the philosophy, objectives or delivery of this
training program before you deliver it!
è
Delivered
digitally so
that you’ll have this entire training system at your
finger tips in minutes!
è
How-to
Hints on delivering a measurably effective training.
è
15-minute
one-on-one consultation with Myra Golden
PLUS,
a 30 day license to Myra's 31-module online video
training!
You
can use the online videos to "prep" you to
deliver the 10 Golden Rules OR you can let your
employees log on and view the videos!!!
Covers
Every Critical Complaint Handling
Issue!
Just
a sample of the subjects covered in the training
:
·
The
Psychology of Customer Recovery
·
10
Customer expectations in problem situations
·
The
10 Golden Rules for Complaint Resolution
·
13
Phrases – word-for-word – that work like a charm
with unhappy customers
·
The
Psychology of customer anger
·
Ten
Ways to Get an Angry Customer to Back Down
·
A
7-Step Strategy for Handling the Verbally Abusive
Customer
·
Saying
“No” to Customers Without Causing Resentment ---Or
Worse, Losing the Customer
·
Dealing
with Customers Who Demand to Speak to a Supervisor
·
Verbal
Aikido: What Steven Se
g
al taught me about dealing with difficult customers
·
Sorry
Works! The Magical Power of a Simple Apology!
·
5
Great Responses to use
When You’re the Target of Verbal Abuse
·
Four
Tactics For Handling a Problem That Was Caused By the
Customer
Download
a sample training module.
About
the 10 Golden Rules for Complaint Resolution Trainer's
Kit
This
nationally recognized training program can make your
customer service representatives more effective in
communicating with unhappy customers than ever before.
The results of this seminar are dramatic and immediately
visible.
You
get measurable results from this training…immediately.
Most of our clients report the following results after
taking the seminar:
-
Increased
confidence in dealing with difficult customers
-
Measurable
reductions in the amount of money spent to resolve
problems
-
A
greater sense of pride in customer service work and
improved job satisfaction
-
Ability
to control calls more effectively
-
Ability
to negotiate resolutions that balance the interests
of both the customer and the company
-
Reduction
in calls escalated to supervisors
The
price is
$99 Order
now!
Wondering
if this Kit is for your organization?
Review
full course outline
Full
Trainer Kit Description
The
Trainer's Facilitator Kit is for you if:
-
You
oversee Customer Care, Consumer Affairs, or Customer
Service and you want to position your employees to
more effectively respond to complaints in such a way
that retains more customers. Order
now!
-
You
want to offer professional development training to
your team but don't have the funds to bring in a
professional trainer. Order
now!
-
You are
a corporate trainer who wants to deliver a proven
complaint handling training to your group. Why
create a seminar from scratch when you can use a
completely developed and proven curriculum that has
a national reputation? Order
now!
-
You
are a Consumer Affairs Department and the employees
with the critical responsibility of responding to
complaints have had no formal complaint resolution
training. Using this kit you can design and deliver
a measurably effective training that inspires a real
appreciation for feedback, builds a sense of pride
in consumer affairs work, delivers proven tactics
for dealing with difficult customers, and positions
your employees to respond to complaints with
diplomacy and confidence. Order
now!
-
Your
employees “give the store away” when faced with
demanding customers or negotiation ploys. The
strategies in this kit can equip your employees with
skills to make good business-sense decisions and
consistently settle complaints in a manner that
balances the interests of both your customer and
your company. Order
now!
-
You
have no “soft skills” training in your Agent New
Hire program. You'll get everything you need to
deliver measurably effective training that equips
your Agents with skills to build, restore, and
strengthen customer relationships for as little as
$10 per agent. Order
now!
-
You
are losing more customers to the competition than
you can afford to lose. We believe we can
conceptualize and implement a customer recovery
strategy that will immediately
result in a net profit increase of at least 25%.Order
now!
-
Your
employees have challenges dealing with demanding,
irate, or unreasonable customers. This will be a
thing of the past once you deliver our proven tips,
tactics, and techniques for diffusing anger,
communicating with diplomacy and tact, and call
control. Order
now!
-
Your
employees are resolving customers’ problems and
complaints, yet a large percentage of seemingly
satisfied complainants don’t make future
purchases. We believe you can introduce a
company-wide complaint response strategy that
completely restores customer confidence in your
brand and results in a 95% retention rate among
complainants by using our training. Order
now!
The 10 Golden Rules for Complaint Resolution
introduces a practical, easy-to-implement strategy for
frontline customer service improvement through more
effective complaint resolution skills. When fully
implemented, this service strategy will position
Customer Service Representatives to completely restore
customer confidence in the company and regain goodwill
after service failures.
Outcomes
Attending this course will help organizations achieve
the following results:
-
Create
superior customer value, resulting in a profitable
base of loyal customers
-
Increase
customer retention by more frequently and
effectively restoring customer confidence in the
company after service failures occur
-
Increase
employee initiative and sense of responsibility to
ensure that customer expectations are exceeded
Objectives
Employees participating in this program will learn to:
-
Create
a more positive impression for organizations by
communicating more effectively on the telephone
-
Make
every customer feel taken care of
-
Communicate
with more confidence, diplomacy, and tact in problem
situations and with difficult customers
-
Deal
more effectively with demanding, irate, or
unreasonable customers
-
Restore
customer confidence in organizations after any
service failure
-
Maintain
and even strengthen customer loyalty in the wake of
problem situations
Components
The
price is
$99 Order
now!
Facilitator
Kit Description
The
training program is presented in thirteen modules. The
estimated delivery time of the seminar is 4.0 hours. The
delivery time can be shortened or lengthened based on
the use of optional exercises, group participation, and
the classroom control skills of the trainer.
Modular Training
Myra
Golden’s Complaint Handling Training Kit is
built around 13 self-contained modules that can be
organized into any sequence you choose or in the exact
order we present in the Kit. Trainers can use each of
the 13 modules, just some of them, or even one
“high-impact” module training, depending on your
pre-set objectives.
Each
module includes the following:
- Suggested
times
- Objectives
of the module
- A
detailed lecturette to help you prepare for each
module
- A
list of PowerPoint® slides, workbook page numbers,
and any related handouts
Training
Modules
Seminar
Opening:
Introduction
Module
Module
1:
10
Customer Expectations In Problem Situations
Module
2:
The
Psychology of Recovery
Module
3:
Tom
& Mary (an experiential exercise)
Module
4:
Sorry
Works!
Module
5:
The
10 Golden Rules for Complaint Resolution
Module
6:
The
Psychology of Anger
Module
7:
Optioning
Module
8:
Tactics
For Handling A Problem Caused By the Customer
Module
9:
7
Steps for Addressing Unacceptable Customer Behavior
Module 10:
Saying
‘no” Without Causing Resentment
Module
11:
Diffusing
Anger With Verbal Aikido
Module
12:
13
Phrases For Dealing With Unhappy Customers
Module
13:
Workshop
Close
The 10 Golden Rules
Facilitator’s Kit is a comprehensive facilitator
guide consisting of two sections. The first section
provides on overview of the Myra Golden Seminars’
training method that has been highly acclaimed for
delivering immediately applicable and measurably
effective training sessions that bring about significant
behavioral change. Using this approach, participants are
thoroughly engaged, assume accountability for their own
learning and application, and retain what they learn.
Facilitators will learn techniques for engaging
participants throughout the seminar, strategies for
developing effective openings, creative ways to review
and reinforce content, and a formula for closings that
motivates audiences to take action.
The second section is a facilitator’s guide that
provides a fully scripted seminar. The facilitator’s
guide includes notes for skill-building exercises
designed to increase retention and help participants
build a plan to adopt and apply their new skills.
The
price is
$99 Order
now!
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Video
I
was very pleased with Myra' 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!
Tim
O'Laughlin
The
Coca-Cola Company
You're invited to
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service newsletter, designed for those who oversee
customer service operations and frontline service
professionals who want to build loyal relationships with
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I
just want to take a moment to "thank you" for
your very valuable Tuesday Morning e-mail newsletter.
Our Customer Satisfaction Department finds it extremely
valuable and helpful in our mission to satisfy customers
every day. We also share the many great ideas and tips
for handling customer complaints with our franchise
owners. Thank you again... we hope we can continue to
look forward to Tuesday Morning for a long time to come.
Beth
Vickers
Director
Customer
Satisfaction Department
McDonald's
Corporation
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