Myra Golden’s Slide Deck from ICAE in Newport Beach: Verbal Aikido as a Strategy for Handling the Consumer Vigilante (Extremely Difficult Customers)

Aikido woman

I had such a fun Monday! I taught Aikido!

Well, I taught verbal Aikido.

On Monday, I had the privilege of being the opening keynote speaker at the Insurance Consumer Affairs Exchange Conference (ICAE) in Newport Beach, CA.

As you know, much of what I teach is focused on how to most effectively deal with difficult customers.

So, for ICAE I designed and delivered a keynote (and workshop) on how to deal with extremely difficult customers. I call these customers collectively The Consumer Vigilante.

In my keynote, I explained that today’s consumers are impatient, savvy and relentless. Some customers, the consumer vigilantes, will stop at nothing.

I walked my audience through the toll difficult customs are taking on employees and organizations:

  1. Extremely difficult customers are putting serious stress on employees. This stress is bringing down morale and inviting burnout.
  2. Difficult customers cost companies money! The time it takes to deal with unhappy and extremely difficult customers is taking time away from your best customers and resulting in a poor customer experience because staff can’t deliver the best service to the best customers.

I shared thoughts, stories, perspectives and research to inspire my audience to take a more focused approach toward handling difficult customers. And then I offered a powerful solution to handling difficult customers, the consumer vigilantes of the world:

Verbal Aikido

My keynote was very well received. We laughed, engaged and learned 5 principles from Aikido for dealing more effectively with extremely difficult customers.

For the benefit of my wonderful ICAE audience and as a treat for my blog readers, I am posting my slide deck from the presentation. I also have a link to the videos I talked about in my keynote.

Enjoy. Share. Learn. Download the slide deck right here.

“Put Yourself In Their Shoes” video http://youtu.be/cDDWvj_q-o8

This is such a powerful video that truly gets participants to feel for another person.

And here’s the Jack Nicholson clip I talked about near the end of my keynote:

I actually feature this clip in my full-day customer service workshops. It gets hilarious laughter for sure, but after the clip we discuss how the waitress could have handled this customer better.

Watch the video, paying careful attention to the waitress. Note your first impression as she approaches Jack’s table, her facial expression, attitude, etc. Next, flip the script. What might she have done differently to have the situation end MUCH differently?

Enjoy!

The lesson here, of course, is to be flexible and friendly. These two attributes will take you a long way with customers, even the most difficult of customers.

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