I’m sitting at my desk reading feedback from my recent Verbal Aikido workshop. The workshop was: “What Aikido Master Know About Handling Difficult People That You Don’t” As you know, much of what I teach is focused on how to most effectively deal with difficult customers. So, for this special online training event I will taught my clients how to deal with extremely difficult customers. I call these customers collectively The Consumer Vigilante. Here’s what one participant had to say about the training:
“We have seen versions of this before but I like that you are updating and refreshing these webinars. Sometimes seeing them refreshed or in a different format or something, it may help things click with some of the reps. I think with the climate we are in and more customers being stressed out than ever, we are having more and more challenging customers and our reps need the ammunition to help them and help themselves otherwise it makes the job so much harder. I can’t wait to get the recording of this to make this one a required webinar where we will sit down and talk about it afterwards as a team.”
Deb Riley,Consumer Affairs Supervisor, Ahold USA
In the training 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:
- Extremely difficult customers are putting serious stress on employees. This stress is bringing down morale and inviting burnout.
- 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.
Screen shot from my Verbal Aikido rehearsal
I shared thoughts, stories, perspectives and research to inspire my audience to take a more focused approach toward handling difficult customers. And then I presented a powerful solution to handling difficult customers, the consumer vigilantes of the world: What Aikido Masters Know About Handing Difficult People That You Don’t 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers.
If you missed the big event, you can still purchase the training video. Your training includes: Unlimited viewing within your organization with no expiration Rights to download and save webinar video Rights to incorporate webinar within your Learning Management System (LMS) What Aikido Masters Know About Handing Difficult People That You Don’t 60-minute video on-demand video training $299 per organization Purchase