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 […]
In my live Verbal Aikido workshops, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken […]
Yesterday I delivered my “Becoming a Customer Service Rockstar” presentation to a wonderful long-time client, the International Contact Center Association (ICCA). During the Q & A segment, an attendee asked, “What response would you use […]
Myra Golden’s Trainer Facilitator Kits Fully Customizable Facilitator Kits Using the Myra Golden Training Method Training Kits Available for the Following Topics: Telephone Skills Call Control Skills Complaint Handling How to Handle Difficult Customers All […]
I got a belly-laugh watching this video! Steve Martin, in “Planes, Trains and Automobiles” is the perfect difficult customer in this example. Laugh as you learn 4 practical tips for dealing with difficult customers. […]
Today I hosted my Stop Screaming at Me webinar. One of the things I shared with my participants is “6 Things You Should Never Do with an Upset Customer.” These 6 things tend to […]
One of the easiest and quickest ways to diffuse anger, create rapport, and regain goodwill with unhappy customers is to apologize. Offering an apology to a customer who experiences a problem should be a natural response from customer service providers. Yet, recent research reveals the startling fact that 50 percent of customers who voice a complaint never receive an apology from the organization.
Not only does an apology provide “soft” benefits such as creating calm, shaving minutes off of talk time, reducing stress on the employee, etc., but it can also translate into significant and measurable savings in decreasing lawsuits, settlement costs, and defense costs.
Doctors and hospitals are beginning to discover what savvy customer service professionals have always known: sorry works. A new program for doctors, nurses, and hospital administrators called Sorry Works encourages doctors and hospitals to apologize quickly when mishaps occur and to offer a fair settlement upfront to families and their attorneys. The Sorry Works program has resulted in a dramatic drop in lawsuits. The University of Michigan hospital recently implemented Sorry Works and reports that the number of pending cases has dropped and defense attorney fees decreased from $3 million to $1 million annually. Clearly, sorry does, indeed, work.
Does a 2 million dollar savings based solely on an apology sound too good to be true? Let me walk you through exactly why sorry indeed does work… here are the facts:
Here’s a short (old) video training from our original online training series. Learn. Enjoy. Share. If you like this video, you may want to check out our customer service eLearning. Learn more or try for […]
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 […]
Q. I attended your webinar yesterday on customer service. I found it helpful. Most of the scenarios discussed were when the company “messes up”. For instance, UPS’ strike caused service issues. The company did not […]