Complaint Handling and Dealing with Difficult Customers Training

From the desk of Myra Golden  

Myra Golden is author of the best-seller, Beyond WOW. She is nationally recognized for delivering paradigm-shifting programs that position employees to build, restore, and strengthen customer relationships. Her clients include McDonald's, Coca-Cola, Frito-Lay, Michelin Tires, Estee-Lauder, and many more.

Dear friend,

No matter how great your products or services are, your employees will have to deal with complaints and difficult customers.

So let me ask you... which would you rather have?

q     An irate customer who berates your employees and demands to speak to a supervisor...or,

q     A new raving fan who tells everyone how wonderful you are!

I know that's an easy question, but here's the problem:

Very few people in customer service actually get the training they need to get angry customers to back down, handle the customer who demands to speak to a supervisor, and completely restore customer confidence after service failures.

So that's why I'm writing you... to show you an easy new way you can get your employees the training they need to handle complaints and difficult customers with ease and confidence.

Introducing:

An online video course

Listen to this.  I've gathered up all of the best tips, tactics, and techniques from my live seminars...the ones I deliver to companies like Coca-Cola, Frito-Lay, Michelin, Estee Lauder, McDonald's and Johnson & Johnson.

And I've unbundled the full-day training session and neatly packaged it into bite-size sin g le-subject videos that your employees can experience right from their desktops.

The Golden Method puts effective soft skills training within reach at all times.

With a click of the mouse your employees will discover a set of real, not impossible, solutions for handling complaints and difficult customers.

Here's just some of what your employees will learn in this online seminar:

·         How to challenge unreasonable customers without losing your job...or the customer

·         How to say (just about) anything to any customer...it's not what you say, it's how you say it

·         3 simple questions to put you back in control of any conversation. This includes conversations with ramblers, difficult customers, and know-it-alls.

·         How to say "no" without causing resentment

·         If only you'd stop talking ... How to politely g et ramblers, whiners, and storytellers to cut to the chase...yes, it can be done!

·         Calm down already! I'll give you 3 strong , but non-threatening tips for creating calm with upset customers. You'll love these!

·         How to make customers feel smart--- even when they ask dumb questions.

·         Steven Covey's 5th Habit...discover what it is and why you need to master it.

·         How to calm any panicked, upset, or irate customer in 6 seconds flat. I'll give you a little hint: Reflect back intensity.

·         How to handle the cursing or yelling customer. I'll show you how to handle extreme behavior with confidence, control, and credibility. 

·         The #1 Service Recovery skill you need to know.

·         The new service icon that customer service professionals are flipping for---what Gumby can teach you about WOWing customers---This new approach to service delivery is fun to implement, sticks with your employees, and truly surprises and delights customers.  

·         3 things you can do to instantly g et customers on your side, or at any rate, not against you.  

·         How to deliver Beyond WOW service by simply " going one better" when you come across a man in a desert. Trust me, this will make sense once you lo g in and watch the video.

·          Learn expert listening techniques that let callers know they have your undivided attention

PLUS

?         venting : How much is too much

?          The 10 Golden Rules for Complaint Resolution

Are you beginning to see just how your employees could benefit from this training And this is only a sample of the many thin g s your employees will learn and the tremendous benefits they will receive when you give them the Golden Method training?

Every one of my hi g h impact video modules provides specific, field-tested insights on a sin g le subject in easily comprehendible chunks.

Now getting your employees the critical soft skills training they need is as easy as making instant coffee.

When you buy a subscription to this training for your company, every sin g le employee in your company gets access to this training for one full year.

 Choose the Format That Works for You

Your online video training also includes the training in MP3 and PDF formats.  Your employees can enjoy the training in TV-style format online, listen on their MP3 players, or they can blitz through the unabridged resource guide that I've created for each episode. 

This is the most complete, cost-effective, step-by-step guide you can find anywhere for handling complaints and dealing with difficult customers... right at your fingertips! 

Look, this isn't just another old boring online training that lacks meat or visual interest... far from it! 

You'll find each module is presented in short, hi g h-impact sessions with leading -edge TV-style effects and breath-taking realism. In fact, it's almost like having me right there in the room with you.

Customer Service Representatives leave my seminars with strategies that work in the real world ...and with the inspiration to truly make the strategies work.

§         Can you imagine how motivated they must feel?

§         Can you imagine how they must feel knowing that they can handle any demanding or irate customer?

§         Can you imagine what you mi g ht be able to accomplish with this training at your company?

Your employees can now experience all of my tips, tactics, and techniques for handling difficult customers...and all of my strategies for completely regaining customer goodwill through a flat rate subscription.

Here's an Overview of Exactly What You'll Get When You Subscribe to This Training for Your Employees

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) 

 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

• Stress Reduction for Customer Service Professionals Field Trip

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 Customer

• 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

• Negotiation Tips Field Trip

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

 Enjoying this training is super-simple:

1. Your employees lo g in to my training suite.
2. They can take the Golden Method from start to finish, which will only take 2  - 3 hours of their time ---or they can simply click on the topics they need at that moment.
3. No technical red tape---your employees simply need Internet access, computer speakers and Windows Media Player. I bet you're already completely equipped to view this course.  If, by chance, you don't have Windows Media Player, I will give you a free download link.

In fact, let me show you how easy it is for your employees to experience my new training Click the play button to watch a sample episode.

Sample another episode

 Just a few dollars per employee

The Golden Method online video training will slash your training budget and virtually eliminate scheduling dilemmas. And I'm personally delivering to your staff $5,000 worth of hard-hitting training for just about $30 per employee.

And I want you to know that each core module includes three segments...

1. The Classroom---with personal instruction from me. I have been training customer service representatives for more than a decade and I understand, first-hand, the day-to-day struggles they face. I can relate very well with your people. The personal instruction from me is delivered by video and it really is like having me sitting with your employee instructing her step-by-step.       
2. Interaction---This is where I drive real behavioral change through thought provoking questions, application commitments, and learning based games. People rave about this aspect of my training months after the pro g ram is over. Your people will too.
3. Resources-- Your people won't leave any module empty-handed. After each module, I give your employees a resource guide that includes all of the tips, tactics, and techniques presented in my classroom training.

Can you imagine the many different ways you can use this online video training?

§         As a complete new-hire training program

§         Targeted training for challenging issues (i.e. launch ?How to handle the customer who demands to speak to a supervisor? when you notice a spike in escalated calls)

§         Refresher training

§         A reinforcement tool with our live full-day training sessions

§         Weekly 5-minute tune-up sessions (email video links to staff)

§         MP3 downloads for employees on the go

§         Training multiple locations

How will you use the Golden Method for Complaint Resolution online video course in your company?

And as you are thinking about just how much this training will cost you, let me tell you.

If you were to bring me in to personally train your team on the exact strategies I present in my online video course, my fee would be $5,000, plus travel expenses. That's not small change.

The online version of this seminar delivers the same famous tips, tactics, and techniques I share in the live course AND it is delivered whenever and wherever you want it for a fraction of the cost.

I am making this training available in an annual video subscription for just $1,500. That's not $1,500 per person, but per company! So, if you have 50 employees from your company utilize the subscription that's just $30.00 each. That's almost free!

You will get full access to the complete 25-module online video course for 12 months. The training can be deployed to every employee in your company.

In addition to the online video training, you will get the entire training on MP3 download. Your employees can enjoy the MP3 training on their own MP3 players!

You'll Get These Surprise Bonus Gifts, Too

1. You'll Get My 20 Fast WOW Telephone Techniques Webinar Recording . This webinar broadcasted just a couple of months a g o and was the most well-attended webinar in my company's history. This is a great "packaged" training to share with new hires and it covers everything from "being Gumby" to WOW tips to make every caller feel taken care of.

 2. You'll get my best selling book, Beyond WOW in ebook format. The explosive ideas in this book will help you g o beyond the WOW experience to build a profitable base of customers, quickly regain customer goodwill after service mishaps, and even win back customers!

 3. You'll get my famous Call Monitoring webinar recording . This professional development event will position supervisors and managers to effectively ensure frontline employees truly do adopt and apply the ideas of the Golden Method course. The webinar delivers practical, easy-to-implement strategies, plus secrets, tips, and techniques to take your quality monitoring to the next level!   

I follow up with my clients 45-90 days after live training sessions to see how my strategies are working for them.

Here are some of the results Michelin Tires, Johnson & Johnson, and others tell me they realized just 90 days after my complaint handling and dealing with difficult customers training:

§         Increased confidence in dealing with difficult customers

§         Measurable reductions in 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

§         Employees are fiercely focused on restoring customer confidence and regaining goodwill-not just solving problems

§         Ability to negotiate resolutions that balance the interests of both the customer and the company

§         Reduction in calls escalated to supervisors---WOW!

§         Hi g her scores on call monitoring forms

Just think: the amount of money you save from a reduction in escalated and repeat calls will probably pay for this course.

Wouldn't you like to have results like these? Click here to sign up for this course and these results will be yours. Come on over right now.

If you've been wanting to bring me into your company to train your people, but couldn't make that happen because my schedule is so full or because you didn't want to shell out the bi g bucks, I know you're going to want to take advantage of this new online video training. Why would you miss out on my best complaint handling training ever and my most affordable price ever?

And I've arranged for you, my clients and subscribers, to g et the entire Golden Method training at a very special introductory price.  Just order by June 30th, and you'll receive a $200 discount, with my compliments. That makes your annual subscription just $1,300.

Click here to order now.

Here's what else. I'm making this unique training available on MP3 downloads. That means your employees can enjoy your training on the go --- during their commute to work, while they workout, or virtually anywhere. How's that for accessible!  Generations X & Y will praise you for this flexibility!

The bottom line is, it's never been easier to give your employees the exact skills and strategies they need to turn service problems into more loyal customers and increased profits... right at their desktops.

As you can see, this is a terrific, turn-key training solution. It's absolutely the same value Fortune 500 companies get when they hire me.  Colleagues tell me I should char g e a per person fee for this training and limit access to 90 days. But I'm not taking their advice. I want to make my proven strategies easily accessible and affordable for every company that is serious about providing training to their customer service representatives. So I'll keep the license as an annual access and the flat organization rate will remain.

§         So, are you ready to equip your customer service reps with skills to handle difficult customers with ease and retain more customers?

§         Are you ready to start saving money by reducing escalated calls and repeat calls?

§         Are you ready to give your employees skills in tact and diplomacy so they can restore customer confidence after any dissatisfying experience?

If so, click here and order.

If not, what's stopping you?

Perhaps, just perhaps, you're asking yourself thin g s like...

§         Will this training really work?

§         Will this training really work for my employees?

§         Should I trust Myra Golden?

Your questions are valid, of course.

Well, let me ease your concerns...

Your Money-Back 4-Week Guarantee

Your satisfaction is totally guaranteed or your money back.

Since your employees are receiving three hours of personal instruction from me, you can imagine how fair this guarantee is.

I'm sure you'll agree this guarantee is beyond fair.

So here's the real question:

Are you ready to take action to equip your reps to resolve complaints faster and more effectively, retain more customers, and deal with difficult customers with more ease?

Click here to order now.

I promise that if you invest in this course and use these methods, you will feel the wonderful results it can bring.

Yours in service,

Myra Golden

Here's that link again.  

The Golden Method is a product of the Myra Golden Company, the powerhouse driving annual professional development training for managers, supervisors, and frontline staff for many of the nation’s Fortune 500 companies.  

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