We've "unbundled" our famous full-day Complaint Handling & Dealing with Difficult Customers workshop and neatly packaged it into bite-size single-subject videos that your employees can experience right from their desktops. Your employees experience short bursts of information on a single subject in easily comprehendible chunks.

Viewing this training is easy

Delivering the Golden Method training to your employees is really easy. Your employees simply login to our training suite and start the course. They can either take the course from start to finish (taking about 60-90 minutes of their time) or they can just go to the topic they need help on at that moment.

To view Myra's 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, we'll give you a link for a free download.

Nothing is more Effective

The Golden Method is not a cute little ‘web video’. This is a measurably effective training based on the Myra Golden Learning Model. It helps people commit to adopting and applying proven strategies for improving customer service. Myra's engaging style coupled with our multimedia presentation ensures that your employees will listen to, retain, and apply our field-tested strategies.

Each module includes three segments:

*The Classroom….with personal instruction from master customer service trainer, Myra Golden. Each module contains up to seven segmented videos. Each segmented video is delivered on a single subject in short bursts of information that we’ve designed to be easily transferable.  

*Interaction…This is where we drive real behavioral change through thought-provoking questions, application commitments, and learning based games.

*Resources – Your people won’t leave any module empty-handed. After each module, we present an unabridged resource guide that includes all of the tips, tactics, and techniques presented in the classroom training.

The Golden Method is comprised of 25 online modular videos.  All your employees will need to access this training is an Internet connection and Windows Media Player.  

Desired Action

At the end of each module, we encourage your employees to take a “desired action”. This can be:

• Identify the top 2-3 insights they gained
• Make a commitment to adopt and apply a new technique based on an insight presented
• Set a goal to START, STOP, or CONTINUE a specific behavior or approach

• Immediately try out a new technique or tactic on a customer

• Go to their workbook and "circle" the best idea learned so far

• Email Myra personally to share their most "profound" discovery 

• Most every attendee of this training follows our encouraged actions. Our clients have found the interactive component of the Golden Method to be memorable and a definite retention-builder.

Customer Service Training at Its Best

The Golden Method online training gets a very high completion rate. If you've ever used online training in your company, you know that most employees don't complete the training. They get bored and overwhelmed with all the print flashed on the screen read by a un-enthusiastic professional voice over. 

People complete our training. They complete it because they enjoy it. They enjoy it because Myra is intimate, entertaining, and engaging.

Many Uses

The Golden Method can be used 4 different ways: 

      *As a complete new-hire training program,

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

      *as a stand-alone solution

      *or integrated with your in-house training programs.

Our clients love the fact that their employees can take advantage of this unique learning opportunity right from their desktops, “on-demand”. 

What that means is, they can select whatever topic they want, whenever they want it.  Like:

      *Six ways to get an angry customer to back down

      *How to handle the customer who yells or uses profanity

      *Polite ways to get a rambler to cut to the chase

      *How to negotiate via email

      *How to get your point across to an upset or resistant customer

Or, supervisors can email links to specific modules based on needs identified in coaching sessions or performance reviews.

And since our e-learning platform is presented in a way people like to learn; the tips, tactics, and techniques will be retained and applied like never before. The Golden Method delivers immediate, actionable solutions to the most frequent challenges your employees encounter when dealing with complaints and difficult customers.

With The Golden Method, your employees will:

§         Gain tactics and psychological insights for dealing with demanding, irate, and unreasonable customers, 

§         Say “no” without causing resentment,

§         Successfully respond to negotiation ploys,

§         How to handle the customer who demands to speak to a supervisor

§         Resolve problems without giving away the store.

…AND you’ll be able to deliver these field-tested and proven tactics in a compelling way…that has been proven to boost retention and application.

There’s no easier way to get your employees the exact skills they need to deal with difficult customers with more ease and to resolve complaints in such a way that completely regains customer goodwill.