Make “WOW” a Part of Your Culture (Whoa, Nellie! Have We Got A Surprise For You!)

Last summer I ordered a pair of running shoes from Shipping is always on the house at Zappos when you go with standard shipping. That’s a big WOW for me and it’s one of the reasons I frequently order shoes for me and my family from Zappos. A couple of hours after I ordered my running shoes, I got the following email:

Whoa, Nellie! Have We Got A Surprise For You!

Hello Myra!

Although you originally ordered Standard Shipping, we’re upgrading the shipping time frame for your order. It will ship out today, so you’ll get it even faster than we originally promised! It’s kind of like we waved our magic wand!

Please note that this is being done at no additional cost to you. It’s our way of saying thanks for being our customer.

We hope this has brightened your day a little! Thanks for shopping at!

With Love,
The Zappos Customer Loyalty Team

Whoa, Nellie! is right. That email made my day. And at 10:16am the next morning, I went for a run in my new running shoes.

 Zappos is all about customer service. The company’s toll-free number is prominently displayed on every single web page. Live people answer their phones…24 hours a day. All products come with a 365-day return policy. (You read that right.) The company regularly invests in surprise and delight to keep customers like me smiling when we get such perks as overnight shipping for free.

Take a look at this video that I show in my customer service workshops. It’s a behind–the-scenes look at what WOW means to Zappos’ employees. After you watch the video, think about how you might put WOW into your organization.


Learn how to create a culture for WOWing your customers…check out our customer service onsite training and customer service elearning.

“How to Handle Difficult Customers” Training Kit for corporate trainers

How to Handle Difficult Customers In-House Training Kit

Everything You Need for a Total Complaint Handling Training Experience 

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 prewritten 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.    


 Covers Every Critical Complaint Handling Issue!

 Just a sample of the subjects covered in the training:

  • 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 Se g al 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, learn more or order:

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 

Download a sample training module, learn more or order:

Customer Service Training

Hands Down…the best customer service training experience you’ll find anywhere.

If you poke your head into one of Myra’s training sessions, you know this training is different. Participant involvement is astonishing. People are having fun and they are completely engaged. Most importantly, the participants are learning real-world strategies that will absolutely empower them to deliver exceptional customer service. Every one of Myra’s training sessions is custom designed to meet our client’s objectives and every session delivers a measurable return on investment. When you’re ready to talk to us about bringing Myra into your organization for real results email or call us at 866-873-8419.

View our programs

Customer Service Training


26 little ideas to help you be nicer to unhappy or complaining customers


Here are 26 ideas you can print off and share with your customer service employees. Or, you could share these ideas in a quick 3-minute training.


The ABC’s of Customer Recovery

Act as if every lost customer’s value to the company comes out of your paycheck.

Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.

Communicate with diplomacy and tact when your final answer is “no” and when explaining company policy.

Don’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.

Empathize with unhappy customers and allow this empathy to season your responses.

Find a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.

Give a token item such a coupon as a concrete form of apology.

Have a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.

Involve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”

Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.

Keep customers apprised of your timetable and progress toward resolving their problems.

Listen with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct. Continue reading “26 little ideas to help you be nicer to unhappy or complaining customers”