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
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
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:
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:
- 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.
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:
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?
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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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.
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.
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.