Multi-Media Training for the 21st Century >>The Golden Method Online Video and MP3 download 

>>Modules 
 

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.