|
Customer
Service Training
The
Golden Method for Complaint Resolution
Full
Day (6.5 hours)
Don't
let your customer service representatives handle another
customer complaint or speak to a difficult customer until they
know…
The
Golden Method for Complaint Resolution
Do
you ever find that your employees spend more money to resolve
complaints than you know they should? Do they sometimes
"pay a customer off" just because it's easier to
"
get rid of them"? Do you wish your team had more
strategies and confidence to negotiate with customers?
Find
out how to get angry customers to back down, call customers on
a negotiation ploy, and resolve complaints without
giving the store away.
I
truly enjoyed the whole presentation and found it fascinating.
I look forward to putting my new knowledge to work!
Helen
Goodman
Estee
Lauder Companies
Our
flagship workshop, this
interactive, measurably effective customer service training
was researched and designed for Call Center Agents, Help Desk,
Front Desk, and all professionals who encounter complaints and
difficult customers.
The Golden Method for
Complaint Resolution
is much more than basic customer
service training. This program introduces the Ten Golden Rules
for Complaint Resolution – a field-tested and proven
strategy for resolving complaints in such a way that regains
customer goodwill. We specifically designed Ten Golden Rules
to help employees establish rapport and create trust with
unhappy customers, make customers feel heard and understood,
and most importantly, to completely restore confidence in our
client’s brands.
Most of
our clients report that the Ten Golden Rules dramatically
reduces talk time because every point employees need to make
is clearly lined out in a way that is practical,
easy-to-implement, and extremely effective.
Participants
gain strategies, tactics, and psychological insights for
dealing with demanding, irate, and unreasonable
customers, learn to deal with difficult customers with diplomacy and
tact, say “no” without causing resentment, respond to
negotiation ploys, avoid damaging admissions, and resolve
problems without giving away the store.
Myra's
positive attitude really makes me feel that one person can
completely change another's state of being.
Pablo
Martinez
Consumer
Affairs Specialist
Kellogg's
Myra designed The Golden Method to
be practical and immediately useful. Most of our clients report the following dramatic and
immediate results from our Beyond WOW Complaint Resolution
seminar:
-
Increased confidence in
dealing with difficult customers
-
Improved empathetic
responsiveness
-
Measurable reductions in
amount of money spent to resolve problems
-
A greater sense of pride
in customer service work and improved job satisfaction
-
Improved communication
skills
-
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
-
Fewer cases of damaging
admissions are stated
-
Improved strategy for
handling product liability claims
-
Higher scores on call
monitoring forms
-
Reduced job tension
-
Increased customer
satisfaction
Myra has delivered the
Golden Method to some of the world's most
recognized brands, including Coca-Cola, McDonald's
Corporation, Michelin Tires, and Frito-Lay.
Preview
module from this training
Review
course outline
Back
to Customer Service Training Main Page
I
appreciated all the pre-work you did to learn about McDonald's
training and operational procedures. You did a great job of
customizing your training to meet our specific needs. Also, it
appeared as though the entire group was completely engaged and
thoroughly enjoyed the training.
Beth Vickers
Director, McDonald's Customer Satisfaction Department
Added-Value
Through Call Center Consultation
Myra’s
call center and customer service improvement expertise goes
far beyond her measurably effective training. Many of our
clients take full advantage of Myra’s expertise and
abundance of resources by having Myra come in before a
training or stay after a training to spend time in the call
center. If you’d like to work with Myra for call center
analysis, she can review call center reports, hold Agent
roundtables, examine processes, listen to phone calls, and
provide an executive briefing on her findings. Contact Myra for more details.
Training
Outline
We
work closely with you to determine your specific objectives
for The Golden Method for Complaint Resolution. Depending
on your objectives and time parameters, the training can
include the following modules:
Module
I:
The Golden Rules for Complaint Resolution
Introduction
The Five Ways You Never Want to Respond To Complaints
10 customer expectations in problem situations
The psychology of recovery
The 10 Golden Rules for Complaint Resolution
Module
II: Dealing with Difficult Customers
The psychology of anger
Optioning - a very effective, but often underused technique
Four tactics for handling a problem that was caused by the
customer
Seven steps for addressing inappropriate behavior
Saying 'No' without causing resentment/Dealing with customers
who only want to talk to management
Four easy things you can do to diffuse anger
Verbal Aikido/Helpful Phrases for Dealing with Unhappy
Customers
Module III:
Win Win Negotiation
5 Barriers to effective negotiation
How
to lay a foundation for win win resolution
How to reach agreements that make good business-sense and
still have the customer hang up happy
How to respond to a negotiation ploy
How
to make concessions that don't rob you of credibility
How
to negotiate via email
Module IV: Email Communication Essentials
Four Common Email Response Mistakes Companies Make
Eleven Critical Email Tips
Crafting Email Responses That Restore Customer Confidence
Email Formatting Strategies
|
