What are the technical requirements for access?

To view our online dealing with difficult customers training you need to have Microsoft's Windows Media Player installed on your PC. Virtually all Windows PCs and most Macs have Windows Media Player already installed. If not, you can download it free right here.

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How many people can participate?

An unlimited number of people within your organization can take the Golden Method course as many times they like within your active subscription period.

Can the Golden Method videos be integrated into a LMS system?

Yes, you may need to get your IT people involved, but the videos are in Windows Media format and can easily be integrated into your current LMS system.

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Does this training include quizzes or tests?

Myra is emphatically against giving quizzes or tests in her e-Learning programs for the simple fact that her objective, and the objective of our clients, is not to show how much participants have memorized at the end of a program, but rather to have participants be able to adopt and apply what they've learned - and to have the inspiration to truly make their new ideas work.

Myra's online training videos are interactive and participants are led to stop the videos and make specific plans and commitments for adopting and applying the new strategies they are learning. Our clients have found this approach to be extremely effective.

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Can we take a test drive before actually purchasing the course?

Absolutely. Just follow this link: Sample a Module

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Is Myra Golden truly qualified to train my employees?

Myra's value to your organization is that she has worked in the field of customer service during her entire career. She's been a frontline customer service representative, a global head of consumer affairs, and consumer affairs advisor to some of the world's best-known companies. 

Myra is the former global head of Consumer Affairs for Thrifty Rent-A-Car System, where she led a strategic team of customer service representatives who regained the goodwill of unhappy customers and she worked with the company’s loyalty program to create value for the most frequent customers. It was this position that taught Myra the bottom-line value of restoring customer confidence after service mishaps.

She has a Bachelor of Arts in Psychology and a Master of Human Relations. Myra’s psychology background has uniquely positioned her to develop critically acclaimed programs for dealing with difficult customers and understanding the psychology of recovery.

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Here are 26 things your people are guaranteed to get from the Golden Method training:

The Golden Method for Complaint Resolution 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.

In The Golden Method for Complaint Resolution, Myra Golden reveals secrets like:

1. How to lay a foundation for resolution - so that you can make better deals with customers (even unreasonable customers)  
2. The 10 Golden Rules for complaint Resolution...The secret to completely restoring customer confidence and regaining goodwill!
3. How to control your hot buttons...we all have them and we can learn to control them.
4. 10 expectations unhappy customers have when they voice a complaint. Knowing what's important to customers gives you a tremendous vantage point.
5. 6 tactics for getting angry customer to back down. These tactics are diplomatic, super-simple, yet highly effective!
6. Exactly how to handle the cursing or yelling customer…I’ll show you how to handle extreme behavior with confidence, control, and credibility.
7. 3 Strong, but non-threatening tips for creating calm with irate customers.
8. How to get whining, rambling, or long-winded customers to cut to the chase…yes, it can be done!
9. 5 rules for having tough conversations.  Learn the importance of taking control, having the last word, and 3 other crucial rules.
10. How to regain control by using the "Pause" button - Pausing is a subtle, but effective strategy that can be used to intimidate, inspire awe, or just leave difficult customers in the dust!
11. How to set limits with customers -  AND actually stick to them! 
12. How to reach agreements that make good business-sense and still have the customer walk away (or hang up) happy.
13. Why empathy has no place in negotiations with tough customers. 
14. The first step you MUST take when negotiating with an angry customer - if you fail to take this step, you WILL spend more money than you should and you'll feel awful.
15. Hear a STRONG case FOR apologizing to customers - discover why a simple apology can diffuse anger help customers cut to the chase, and minimize emotions AND slash your settlement costs.
16. A strategy that ALWAYS works - know your BATNA (Best Alternative to a Negotiated Agreement) .This is a strategy used by all of the pros and it will work for you. 
17. 2 mistakes you can't afford to make when speaking with unhappy customers. 
18. 7 secrets for moving customers out of a hardball mentality - you'll love these! 
19. How to nail the customer that tries to manipulate with anger - three simple, but extremely powerful techniques.
20. 4 things to never do with difficult customers. Knowing these "don'ts" makes all the difference.
21. Why you need to beware of hypothetical questions from your customers.
22. How to call a customer on a negotiation ploy - a proven 2-step response is all it takes to call a bluff with finesse!
23. 3 questions you need to ask yourself before making any concessions - these questions will help ensure you don't " give the store away" in an attempt to reach quick agreements.
24. How to analyze the concessions your customer makes.  What do large concessions tell you? Small concessions? What about quick concessions? There's a hidden meaning behind EVERY concession.  
25.   13 Great phrases for breaking through standoffs, stalemates, and deadlocks  
26.  7 Tips for getting the most out of negotiating with customers via email  
27.  And so much more! All of this is delivered to your people online, on-demand in about 60-90 minutes.  

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The Golden Method Modules

Training Summary

Difficult customers can easily become an obstacle to providing exceptional customer service. In this multi-media online training, you and your team will learn specific skills for resolving complaints in such a way that completely restores customer confidence and for delivering outstanding service to even the most difficult customers.

I just completed the online seminar. It was great Thank you so much for providing this class! This class has certainly motivated me! And I absolutely loved "The Cookie Thief!"

Misha Hammond
Doane Pet Care Consumer Response
Joplin, Missouri  

Like all of our products and services, the Golden Method Online Training is backed by our 100% satisfaction guarantee.

If you do not feel the tips, tactics, and  techniques provided in this training will help you and your employees deal more effectively with difficult customers and handle complaints more effectively, we don't deserve your business and we'll refund every penny. 

If our field-tested strategies don't work for you, just call our offices at 866-873-8419 within 3 months of your purchase to receive a full refund.

Golden Method for Complaint Resolution Video Episode (and exercise) Listing

(All episodes are delivered via short-high impact video. No video episode is longer than 7 minutes) 

Your employees can either take the course from start to finish  or they can just go to the topic they need help on at that moment. While individual course timelines will vary, most customers report that the course is taking between 45 - 90 minutes from start to finish.

The Golden Method Workbook

Your employees start this course by watching a short introductory video and downloading an unabridged workbook

Laying a Foundation for Problem Solving

• The Psychology of Customer Recovery

• 10 Customer Expectations In Problem Situations

• A Lesson From Steven Covey: Understand, Then Be Understood

• What have you learned so far?

• The Cookie Thief: A humorous reminder of the potential danger of assumptions  (Audio only)

• Bonus Tip: Be Gumby!

• Applying Gumby to the Real World

Controlling Your Hot Buttons

• Avoiding 7 of the Biggest Mistakes You Can Make With Customers

• 5 Strategies to Help You Keep Your Cool When Customers Get Hot

• 3 Killer Self Defense Tactics to Help You Recover When You're Under Attack

Complaint Handling Techniques

• 5 Common Ways Customer Service Professionals Mishandle Complaints

• Introduction to the 10 Golden Rules

• The 10 Golden Rules for Complaint Resolution

• Golden Rules Application Exercise

• Exactly When and How to Apologize to a Customer

• 3 Highly Effective Ways to Handle a Problem That Was Caused by the Customer

• What to Do when the Only Appropriate Answer is 'No' (How to Avoid Actually Saying 'No')

• 13 Great Phrases for Dealing with Unhappy Customers (Special Take-away Handout)

• Optical Illusions Activity...Because there are 2 sides to every story!

Dealing with Difficult Customers 

• The Psychology of Anger

• The Top 6 Ways to Get An Angry Customer to Back Down

• Love Them Anyway: A short poem to help us have a bit more patience in dealing with difficult customers

• The Secret of Socrates: Getting Unreasonable Customers to Accept Your Offer

• Verbal Aikido: Regain Control In a Non-Threatening Way 

• A 7-Step Strategy for Dealing With Verbally Abusive Customers

• Your 3 Best Ideas So Far... (an exercise)

How to Handle Tough Situations

• How to Handle the Customer Who Demands to Speak to a Supervisor

• How to Handle the Customer Who Is Angry With One of Your Co-Workers

• How to Get Long-Winded Customers to Cut to the Chase

• 4 Ways to Keep Product Liability Claims Out of Court

• Letter to your boss - Your employees are actually going to write you an email describing how this course will most benefit them!

Negotiation Strategies

• 4 Must-Have Negotiation Skills For Customer Service Professionals

• How to Call a Customer On a Negotiation Ploy

• How to Negotiate With Customers Via Email

• Bonus Handout: Myra's Favorite Phrases for Negotiating with Customers

• Bonus Seminar 10 Strategies for Negotiating with Crafty, Cunning, & Unreasonable Customers

Workshop Closing

• Start, Stop, Continue - An unforgettable Closing Exercise

• Your employees end the course with an attractive Certificate of Completion

• Closing Remarks from Myra Golden

The Golden Method is presented online, on-demand in high quality, video requiring nothing more than a standard computer with high-speed Internet connection. For most users, enjoying the Golden Method is just like watching TV.

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Does Myra Golden or a Myra Golden Trainer deliver the Golden Method live at companies?