Everything You Need for a Total Complaint Handling Training 

theGoldenRules

Get your training materials now and equip your employees to deal with difficult customers with diplomacy and tact, say “no” without causing resentment, respond to negotiation ploys, and resolve problems without giving away the store. Here’s what’s included:

  • 13 pre-written training modules
  • Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over.
  • High-impact PowerPoint presentation that you can use as is or customize with your logo and specific examples.
  • Detailed trainer’s notes to help you quickly get ready to train.
  • Supplemental worksheets that assure employees have a solid grasp on key points.
  • Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!
  • Delivered digitally so that you’ll have this entire training system at your finger tips in minutes!
  • Howto Hints on delivering a measurably effective training.

IMMEDIATELY DOWNLOADABLE 

Covers Every Critical Complaint Handling Issue!

  • The Psychology of Customer Recovery
  • 10 Customer expectations in problem situations
  • The 10 Golden Rules for Complaint Resolution
  • 13 Phrases – word-for-word – that work like a charm with unhappy customers
  • The Psychology of customer anger
  • Ten Ways to Get an Angry Customer to Back Down
  • A 7-Step Strategy for Handling the Verbally Abusive Customer
  • Saying “No” to Customers Without Causing Resentment —Or Worse, Losing the Customer
  • Dealing with Customers Who Demand to Speak to a Supervisor
  • Verbal Aikido: What Steven Segal taught me about dealing with difficult customers
  • Sorry Works! The Magical Power of a Simple Apology!
  • 5 Great Responses to Use  When You’re the Target of Verbal Abuse
  • Four Tactics For Handling a Problem That Was Caused By the Customer

 Download a sample training module:

Sample Complaint Resolution Module

About the 10 Golden Rules for Complaint Resolution Trainer’s Kit

This nationally recognized training program can make your customer service representatives more effective in communicating with unhappy customers than ever before. The results of this seminar are dramatic and immediately visible.

You get measurable results from this training…immediately. Most of our clients report the following results after taking the seminar:

  • Increased confidence in dealing with difficult customers
  • Measurable reductions in the amount of money spent to resolve problems
  • A greater sense of pride in customer service work and improved job satisfaction
  • Ability to control calls more effectively
  • Ability to negotiate resolutions that balance the interests of both the customer and the company
  • Reduction in calls escalated to supervisors

The “physical” Training Kit is $299, but for a limited time, you can have the electronic, immediately downloadable version for  $99 Order now!

*This mega discount price is exclusively for the electronic version of Myra’s training kit.

We’d like you to know that by purchasing the electronic version of this training system you not only save money, but you help to avoid unnecessary paper waste, help preserve our valuable natural resources such as forests and oil,  and you to protect wildlife habitats.

The Trainer’s Facilitator Kit is for you if:

  • You oversee Customer Care, Consumer Affairs, or Customer Service and you want to position your employees to more effectively respond to complaints in such a way that retains more customers. Order now!

  • You want to offer professional development training to your team but don’t have the funds to bring in a professional trainer. Order now!

  • You are a corporate trainer who wants to deliver a proven complaint handling training to your group. Why create a seminar from scratch when you can use a completely developed and proven curriculum that has a national reputation? Order now!

  • You are a Consumer Affairs Department and the employees with the critical responsibility of responding to complaints have had no formal complaint resolution training. Using this kit you can design and deliver a measurably effective training that inspires a real appreciation for feedback, builds a sense of pride in consumer affairs work, delivers proven tactics for dealing with difficult customers, and positions your employees to respond to complaints with diplomacy and confidence. Order now!

  • Your employees “give the store away” when faced with demanding customers or negotiation ploys. The strategies in this kit can equip your employees with skills to make good business-sense decisions and consistently settle complaints in a manner that balances the interests of both your customer and your company. Order now!

  • You have no “soft skills” training in your Agent New Hire program. You’ll get everything you need to deliver measurably effective training that equips your Agents with skills to build, restore, and strengthen customer relationships for as little as $10 per agent. Order now!

  • You are losing more customers to the competition than you can afford to lose. We believe we can conceptualize and implement a customer recovery strategy that will immediately
    result in a net profit increase of at least 25%.Order now!

  • Your employees have challenges dealing with demanding, irate, or unreasonable customers. This will be a thing of the past once you deliver our proven tips, tactics, and techniques for diffusing anger, communicating with diplomacy and tact, and call control. Order now!

  • Your employees are resolving customers’ problems and complaints, yet a large percentage of seemingly satisfied complainants don’t make future purchases. We believe you can introduce a company-wide complaint response strategy that completely restores customer confidence in your brand and results in a 95% retention rate among complainants by using our training. Order now!

The 10 Golden Rules for Complaint Resolution introduces a practical, easy-to-implement strategy for frontline customer service improvement through more effective complaint resolution skills. When fully implemented, this service strategy will position Customer Service Representatives to completely restore customer confidence in the company and regain goodwill after service failures.

Outcomes
Attending this course will help organizations achieve the following results:

  • Create superior customer value, resulting in a profitable base of loyal customers

  • Increase customer retention by more frequently and effectively restoring customer confidence in the company after service failures occur

  • Increase employee initiative and sense of responsibility to ensure that customer expectations are exceeded

 Download a sample training module:

Sample Complaint Resolution Module

Objectives
Employees participating in this program will learn to:

  • Create a more positive impression for organizations by communicating more effectively on the telephone

  • Make every customer feel taken care of

  • Communicate with more confidence, diplomacy, and tact in problem situations and with difficult customers

  • Deal more effectively with demanding, irate, or unreasonable customers

  • Restore customer confidence in organizations after any service failure

  • Maintain even stronger customer loyalty in the wake of problem situations

Components

  • Facilitator’s materials

    • Fully scripted seminar

    • Instructional method overview

    • PowerPoint® slide presentation on disk (can easily be turned into overheads if you’re using an overhead projector)

    • Supplemental worksheets

  • Certificate for a free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!

The “physical” Training Kit is $299, but for a limited time, you can have the electronic, immediately downloadable version for  $99 Order now!

*This mega discount price is exclusively for the electronic version of Myra’s training kit.

We’d like you to know that by purchasing the electronic version of this training system you not only save money, but you help to avoid unnecessary paper waste, help preserve our valuable natural resources such as forests and oil,  and you to protect wildlife habitats.

Facilitator Kit Description

The training program is presented in thirteen modules. The estimated delivery time of the seminar is 4.0 hours. The delivery time can be shortened or lengthened based on the use of optional exercises, group participation, and the classroom control skills of the trainer.

Modular Training

Myra Golden’s Complaint Handling Training Kit is built around 13 self-contained modules that can be organized into any sequence you choose or in the exact order we present in the Kit. Trainers can use each of the 13 modules, just some of them, or even one “high-impact” module training, depending on your pre-set objectives.

Each module includes the following:

  • Suggested times
  • Objectives of the module
  • A detailed lecturette to help you prepare for each module
  • A list of PowerPoint® slides, workbook page numbers, and any related handouts

Training Modules

Seminar Opening:  Introduction Module

Module 1:     10 Customer Expectations In Problem Situations

Module 2:     The Psychology of Recovery

Module 3:     Tom & Mary (an experiential exercise)

Module 4:     Sorry Works!

Module 5:     The 10 Golden Rules for Complaint Resolution

Module 6:     The Psychology of Anger

Module 7:     Optioning

Module 8:     Tactics For Handling A Problem Caused By the Customer

Module 9:     7 Steps for Addressing Unacceptable Customer Behavior

Module 10:   Saying ‘no” Without Causing Resentment 

Module 11:   Diffusing Anger With Verbal Aikido

Module 12:   13 Phrases For Dealing With Unhappy Customers

Module 13:   Workshop Close

Appendix:    Screen prints of PowerPoint slides/handouts

The 10 Golden Rules  Facilitator’s Kit is a comprehensive facilitator guide consisting of two sections. The first section provides an overview of the Myra Golden Seminars’ training method that has been highly acclaimed for delivering immediately applicable and measurably effective training sessions that bring about significant behavioral change. Using this approach, participants are thoroughly engaged, assume accountability for their own learning and application, and retain what they learn. Facilitators will learn techniques for engaging participants throughout the seminar, strategies for developing effective openings, creative ways to review and reinforce content, and a formula for closings that motivate audiences to take action.

The second section is a facilitator’s guide that provides a fully scripted seminar. The facilitator’s guide includes notes for skill-building exercises designed to increase retention and help participants build a plan to adopt and apply their new skills.

All Kits Use Myra’s Proven Engagement Method, as Described In the Video Below

The “physical” Training Kit is $299, but for a limited time, you can have the electronic, immediately downloadable version for  $99 Order now!

*This mega discount price is exclusively for the electronic version of Myra’s training kit.