How to Rock Your Customer Service Job!

I have a treat for you today! A free module from my customer service online training. I’m so excited to be sharing this with you!

I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

My job with this company was to give new managers the skills and inspiration they needed to advance and move ahead.

I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” And 60 days later this course was born!

Experience “How to Rock Your Customer Service Job”

Username: Sample

Password: IWantThisTraining

 Screen Shot 2016-08-11 at 7.11.31 PM

If you like this, you might be interested in exploring other modules from my customer service online training portal:

Customer Experience Over the TelephoneSo your employees can make a great first impression over the phone and end calls on a positive note

How to Talk to Customers –  So your employees can master the human relations skills that it takes to consistently deliver a delightful customer experience 

Empathy – So your employees instinctively put themselves in your customer’s shoes and respond with more care, concern, and friendliness 

How to Handle Difficult Customers: 5 Conversational Aikido principles – So your employees are confident, assertive and in control when dealing with angry and agitated customers 

Call Control So your employees can politely manage calls with storytellers, ramblers, and whiners

Email Writing: 3 elements of a great email customer experience – So your employees can craft personable emails that reflect your brand voice

How to De-escalate – So your employees can gracefully respond to the customer who demands to speak to a supervisor, and they can assertively keep customers from escalating in aggression or anger

How to Deliver Bad News to a Customer: The 3 keys doctors use to give bad news – So your employees can deliver bad news with confidence and without fear of negative backlash

Complaint HandlingSo your employees can handle problems in such a way that they completely restore customer confidence after a service failure

Learn more about our online customer service training here.

26 Short Customer Service YouTube Videos You Can Use for Training

Myra Golden’s Customer Service Video Library

How to Acknowledge Customer Concern- and Why You Must

When You Correct a Customer, You Make Them Feel Dumb

Control Calls with “Friendly” Customers

Instantly Sound Friendlier Over the Telephone  – Speak in complete sentences

How to Politely Control Calls with the Chatty Cathy

How to De-escalate Angry or Agitated Customers

How to Deliver Bad News to Customers

How to Instantly Make Emails and Chat More Personable

Don’t Over Talk Your Customer: The Yielding Technique

Why You Must Acknowledge a Customer’s Anger Part 1 of 2

Why You Must Acknowledge a Customer’s Anger Part 2 of 2

7 Phrases That Convey Empathy to Customers

7 Comebacks for the Customer Who Cusses at You

Now you can get even more training videos, phrases, and strategies for delivering the best customer experience when you sign up for Myra’s email list.

Here are some oldies, but goodies…

Top 6 Ways to Get An Angry Customer to Back Down

The Psychology of Customer Anger

How to Resolve Complaints without Giving Away the Farm

Verbal Aikido

Listening Using Stephen Covey’s 5th Habit

Customer Service: The Issue is Not the Issue

When it comes to problems customer experience, what upsets customers is usually how the company responds to the problem – not the problem itself.

Handling a Problem That’s the Customer’s Fault

How a Tweet Got My Internet Back Up-Cox Communications Saves the Day 

Be Gumby – A fun and memorable customer service

“How to Handle Difficult Customers” Webinar Sneak Preview – Myra Golden 

The “Easy” Customer Experience

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections – Webinar Sample

How to Lose a Customer Over 8 Dimes 

If you’ve enjoyed some of these videos, you might want to check out Myra’s customer service eLearning.

Myra’s customer service eLearning helps your employees speak with friendliness and empathy, and handle difficult customers with more ease –  with progress reports, quizzes and SCORM option.

Watch this video to learn more:

Try for free or learn more

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.

Was This Helpful?

I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

 

[Video] 15-Minute Skill-Sharpener — How to Handle Irate Customers

Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control.

Are you 100% confident you can handle it? If not, watch this excerpt from my popular “Stop Screaming at Me” customer service video training.

 

Like this training? Want more? Please read below.

I promise, after just 90-minutes with me in this special “Stop Screaming at Me” workshop, you will be inspired and thrilled with how much more effective you can be at getting angry customers to back down! And once you’ve gotten a taste of using verbal self-defense tactics and a little psychology on difficult customers, you will be completely STOKED! Get the full story here.

Rachael Ray Tries to Stump a Zappos Rep

Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the Zappos  Representative handles this “challenging” customer.

Would you have handled Rachael with such poise, openness and professionalism? If not, I need to work with you (and maybe your entire team) for some exciting customer service training. You can check out my customer service training solutions right here.

Related posts:

Polite Ways to Get Long-winded Callers to Cut to the Chase

My Keynote at the 2012 Contact Center Association Conference

Videos from My Zappos Presentation to ICCA

Zappos Clever Marketing at Airports

The Issue is Not the “Issue.” It’s how the issue is “handled.”

Here’s a “throw-back” customer service training video from our early years. But the point remains relevant today. Most times, the problem the customer experienced isn’t the issue at all.

The company’s response to the presented problem usually ends up being the real “problem.” Service recovery has a significant impact on customer satisfaction because customers are more emotionally involved in and observant of recovery service than in routine or first-time service and are often more dissatisfied by an organization’s failure to recover than by the service failure itself.  Enjoy this 90-second customer service training video.

This training video is from our customer service eLearning suite…

Complete Customer Service Training Suite

Our flagship program is comprised of 6 online customer service training modules with video, interactivity, downloadable handouts, and quizzes. You have the option of enjoying our interactive online training  right here on our site or on your Learning Management System (LMS).

This course includes: Delivering WOW Through Service, Telephone Techniques, Call Control Skills, How to Handle Difficult Customers, and Email Customer Service.

Learn more