What I’m doing this morning

Espresso for Writing

The drink: Ethiopian espresso. The scent: pumpkin spice candle. The music: Reggae. The scene: My home office. The task: Run-through for a keynote I’m delivering in Scottsdale.

I’m working from home while contractors install my new wood floor. (I’m pretty excited about my new floor.)

The tools and the men are too loud for me to hold conference calls. And I can’t leave to go out and meet with clients. So I’m using the time do a run-through for a keynote I’ll deliver in a couple of weeks.

I titled my keynote:

Dealing with Screamers, Schemers and Other Difficult People

Using the powerful martial art Aikido (合気道 aikidō) as a benchmark, I will give my audience strategies, tactics, and psychological insights for dealing with demanding, irate, and unreasonable customers.

My approach for this keynote is “serenity and maturity” versus “punches and power” as the most effective method for creating calm and reaching resolution.

Screen Shot 2014-10-09 at 9.35.37 AM

This is what my audience will walk away with:

  • The psychology of anger – Understand what is going on in the mind of your angry or scheming customer
  • How to strategically encourage calm with angry people using 5 principles from Aikido
  • You cannot ignore a person’s expression of anger – find out why you MUST assertively acknowledge a person’s anger
  • The critical importance of reflecting back the upset person’s intensity – and how to do it gracefully
  • Holding your own with difficult people: How to say what you mean and mean what you say— without being mean
  • Word-for-word (assertively powerful) phrases for what to say when a person is yelling or cursing at you

I can’t wait to deliver this keynote!

I’m going to go check in on the contractors. If your team could use help with dealing with difficult customers, you may want to check out my programs here.

 

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.

 

The Secret to Handling Difficult Customers

Myra Golden BW-2

I’m about to reveal a hidden way for you to literally
convert “nightmare” customers into an almost endless source
of loyalty, goodwill and profits.

Simply put, you can use these insider secrets to instantly
turn angry customers into raving fans for you and your
company – without giving away the farm.

Amazing but true … and the best part is virtually nobody
knows about these techniques!

What I’m talking about is my “Stop Screaming At Me” online video training.

Check it out here.

My Slide Deck from Today’s Keynote at GMA in San Francisco

Today I will take the stage at the GMA Consumer Complaints Conference in San Francisco. I created this very special keynote to help GMA member companies completely restore customer confidence and regain goodwill after the worst has happened. For the reference of my audience and for you, my blog readers, I am posting my slides from this presentation right here on my blog.  Download your copy of my handouts now.  Enjoy. Learn. Share.

Screen Shot 2013-05-07 at 9.50.55 PM

Myra Golden runs Myra Golden Media, a customer experience design agency that specializes in helping brands create the best possible customer experience throughout all contact channels. Myra has designed customer experience platforms for such companies as Verizon Business, McDonald’s, Coca-Cola, National Car Rental, Michelin Tires and Frito Lay. She has been named one of the Top 10 Customer Service Bloggers and she is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service.

[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