What I’m doing this morning

Espresso for Writing

The drink: Ethiopian espresso. The scent: pumpkin spice candle. The music: Reggae. The scene: My home office. The task: Run-through for a keynote I’m delivering in Scottsdale.

I’m working from home while contractors install my new wood floor. (I’m pretty excited about my new floor.)

The tools and the men are too loud for me to hold conference calls. And I can’t leave to go out and meet with clients. So I’m using the time do a run-through for a keynote I’ll deliver in a couple of weeks.

I titled my keynote:

Dealing with Screamers, Schemers and Other Difficult People

Using the powerful martial art Aikido (合気道 aikidō) as a benchmark, I will give my audience strategies, tactics, and psychological insights for dealing with demanding, irate, and unreasonable customers.

My approach for this keynote is “serenity and maturity” versus “punches and power” as the most effective method for creating calm and reaching resolution.

Screen Shot 2014-10-09 at 9.35.37 AM

This is what my audience will walk away with:

  • The psychology of anger – Understand what is going on in the mind of your angry or scheming customer
  • How to strategically encourage calm with angry people using 5 principles from Aikido
  • You cannot ignore a person’s expression of anger – find out why you MUST assertively acknowledge a person’s anger
  • The critical importance of reflecting back the upset person’s intensity – and how to do it gracefully
  • Holding your own with difficult people: How to say what you mean and mean what you say— without being mean
  • Word-for-word (assertively powerful) phrases for what to say when a person is yelling or cursing at you

I can’t wait to deliver this keynote!

I’m going to go check in on the contractors. If your team could use help with dealing with difficult customers, you may want to check out my programs here.

 

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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