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!