Myra Golden’s Slide Deck from ICAE in Newport Beach: Verbal Aikido as a Strategy for Handling the Consumer Vigilante (Extremely Difficult Customers)

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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.

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Business Etiquette Essentials for Today’s Top Administrative Assistants (My exclusive keynote slide deck)

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I’m enjoying a late afternoon latte and going over my slide deck for my presentation at the Progressive Business Conference for Administrative Professionals. I’m really excited about this presentation and this audience.

With modern workplaces leaning towards more of a casual atmosphere, business etiquette is now more important than ever. How you present yourself, your professional manners & first impressions are all vital to enhance your career success!

This presentation is particularly exciting for me because I consulted with my sister, Terasita Bryant for some of the content in this program. Terasita is a certified professional in human resources and she is just a wealth of knowledge when it comes to all things human resources. Plus, I just enjoy talking to my sis!

My audience will learn the essentials for representing themselves with confidence, credibility and POWER and I cannot wait to share my ideas with them. As always, I am making my slide deck available to my audience and my blog readers right here. Learn. Share. Make change.

Myra Golden Keynote slides from Atlanta Consumers’ Choice Awards

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Last night I had the privilege of being the keynote speaker at the Atlanta Consumers’ Choice Awards event. I met some amazing people who are responsible for driving the customer experience for such companies as Mercedes-Benz, Atlanta Special Events, and so many more.

This night was so great for me, because I love sitting with smart business owners who are passionate about achieving growth based solely on their customer experience strategy. I could have networked all night at this event! Well, I did actually.

For the benefit of my wonderful audience and for you, my blog readers, I am posting my slide deck from my keynote for the Atlanta Consumers’ Choice Awards. Enjoy. Learn. Share.

View or download my slide deck from CCA, November 14, 2013.

Myra Golden’s Keynote for AIRS in Oklahoma City – October 10, 2013

Tomorrow morning I have the wonderful privilege of being this year’s AIRS Conference Keynote Speaker! My one goal with this keynote is to help AIRS organizations deliver an even better client experience through Connection, Empathy, Listening and Making People Feel Good!

My first job out of college was for Family & Children’s Services in Tulsa and in that social services position, I actually used every one of the dimensions I share in this keynote. Especially in social services, it’s important to connect with clients, feel real empathy, listen with the intent to understand and to make people feel good. For the benefit of my wonderful audience in Oklahoma City, I am providing a copy of my slide deck right here. Enjoy. Learn. Share.

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Myra Golden Keynote Oct 10 13

And here is the Empathy video I will share during my keynote.

I share this video a lot in my keynotes because it really gets people to FEEL empathy.

Related posts:

Myra Golden’s Customer Service Training Courses

How I Build a Keynote Presentation

What a Myra Golden Training is Like

Ways I Engage My Audiences

Never Be Boring: 5 Ways to Never Be Boring as a Keynote Speaker

Myra Golden Keynote for OU Schusterman Library

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This morning I had the wonderful privilege of speaking at the OU Schusterman Library Annual Retreat. I just love the spirit of the librarians I met today. They communicated with each other and with me with genuineness and a respect that was so very refreshing! They already deliver a really amazing customer experience to their students, but they are working to take that amazing customer experience to phenomenal levels. I have no doubt they will achieve their service goals.

For the benefit of my wonderful client and for you, I am presenting my slides from my presentation right here: Myra Golden OU Library Slide Deck. Enjoy. Learn. Share.

Myra’s Slide Deck From SOCAP DFW Presentation

In just a few hours I will be delivering a very special keynote to SOCAP DFW. This is my third appearance at SOCAP DFW and I am so honored to be speaking to a group of “friends” today.

I’m sharing with SOCAP DFW, “How the Best Deliver the Best Customer Experiences.” As always, I am making my slide deck available right here on my blog. To view or download my slide deck from this presentation, please click here.

Take a look at the bountiful basket of goodies my client left me! I have great gifts from Daisy Brands, Frito-Lay, Nissan and more in this goody bag. Lucky me!

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Myra Golden’s Slide Deck from the Progressive Business “WOW” Presentation

I sure enjoyed presenting today for my long-time client, Progressive Business! We took an inside look at Disney, Zappos.com, and Apple and we learned so much! As promised, here is my slide deck from today’s presentation.

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Thank you everyone for all of your questions, emails, FaceBook posts, Linkedin requests and tweets after today’s program. You really made me feel good! 🙂