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Customer
Service Training
Myra Golden Seminars announces the public release of new
Complaint Handling & Dealing with Difficult Customers Online Video Course.
Read
the press release.
Customer
Service Training
How
to Handle Difficult Customers
4
Hours
In this fiercely
focused workshop 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, and resolve
problems without giving away the store.
Not
only was Myra focused and articulate in her presentation, but
the personalized approach she takes to such difficult topics
as anger as it relates to customer service will
make me a more insightful Rep. Michelle
Paglione Estee
Lauder Companies
Key
Skills Acquired In Myra's
Dealing with Difficult Customers Training
Self
Control
Employees
learn how to keep their cool when customers
g
et hot by identifying
their own emotional
triggers
and discovering
the #1
tactic difficult customers use.
Anger
Diffusion
Your
employees will gain
tactical insights
for quickly
getting angry customers
to back down through
an examination of the psychology
of anger
and our proprietary
model for diffusing
anger
.
Establishing
Rapport & Rebuilding
Trust
In
this segment
introduce 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 the 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
.
Verbal
Self Defense
Using
dynamic analogies from martial arts, we teach your employees
strong, but non-threatening responses that help them regain
control without being forceful or unprofessional.
Your
team will learn:
- The
psychology of anger
- 6
Ways to get an angry customer to back down
- A
sure-fire response to customers who demand to speak to a
supervisor
- How
to say 'No' without causing resentment or worse...losing
the customer
- The
way to get your point across to upset or resistant
customers
- Why
apologizing up front diffuses anger, reduces talk time,
and slashes settlement costs
- Three
great responses when you're the target of verbal abuse
- A
7-step strategy for handing the verbally abusive customer
- How
to use the martial art, Aikido, to diffuse anger and
regain control
- Five
strategies for tactfully handling a problem that was
caused by the customer
- 13
helpful phrases –word-for-word to use when dealing with
unhappy customers
- Exactly
how to handle negotiation ploys
- Proven
techniques for keeping your cool and maintaining self
control
Preview
videos from this training
Myra Golden's famous Dealing
with Difficult Customers training is now available in an
online video subscription. Get
the full story here.
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
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