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New Training Teaches Conversational Aikido to Help Those Handling Difficult Customers

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations.

Aikido

Introducing…

How to Handle Difficult Customers Using Verbal Aikido

5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more.

You Have to Acknowledge a Customer’s Anger. Here’s Why.

A common mistake I hear customer service professionals make when I perform quality checks is ignoring the customer’s expression of anger.

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There is something known as the communication chain. When people communicate, they expect the person they are communicating with to respond or react…this response is a link in the communication chain. A failure to respond to communication leaves the communication chain broken.

For example, If I open a customer service training with “Good morning!”…and the audience is dead silent, they’ve broken the communication chain. And that leaves me feeling awkward, perhaps embarrassed. I’d have the uncomfortable feeling that the workshop would not go well, based on the lack of acknowledgement.

If a customer expresses anger and we fail to respond to it, the communication chain is broken and the customer feels like they are not getting through. The customer might become even angrier and more difficult, as they are resorting to whatever it takes to feel heard and understood.

Q & A on Millennials In the Workplace

Portrait of a smiling business woman with an afro in bright glass office

 

Millennials, born between 1980 and 2000, are stereotyped for having a poor work ethic, being job hoppers and not respecting authority. But are these generalizations true?

Stereotypes or reality, you will have to be ready to embrace millennials because most generational researchers estimate that by 2020, millennials will make up half of the US Workforce. In this article we will answer your most pressing questions about millennials, set stereotypes aside and look at what research says about the newest and largest generation in the workplace.

Q: How long should we expect Millennials to stay on the job?

Yield to Callers (Don’t over talk or interrupt)

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I couldn’t remember the last time I got a really good photo of my daughter, other than the many snaps I take on my phone, so yesterday I grabbed my camera and had Lauren join me in the front yard.

“In front of the bird bath,” I told her. “That way the evergreen will be in the background, and it will be gorgeous.” She’s 16, and that means she’s tethered to her phone. Instead of posing for me, my daughter posed for the camera on her phone. Her smile was real and perfect. Her eyes lit up, and she was clearly enjoying the photo shoot, her photo shoot. Alas, the “Selfie Generation.”

Keep Customers Apprised – An easy way to improve the customer experience

Here’s a quick way to make life easier for your customers. Keep them apprised of the next steps in their customer journey. Super Shuttle, a nationwide airport shuttle service, put a smile on my face and removed the risk of stress in my life by merely keeping me apprised.

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As I was gathering my things and heading out of the keynote ballroom, my iPhone buzzed. It was a text from Super Shuttle. They texted to give me my vehicle number and a link for me to track my shuttle. I had a very short window of time to get back to the airport for my flight, and it was rush hour in Austin. This text with tracking information certainly made life easier for me.

What It’s Like to Attend a Myra Golden Keynote –> DFW Airport Women’s Conference (WIN) 2016

I loved speaking at the 2016 DFW Airport Women’s Initiative Network (WIN) Conference. We had more than 600 beautiful, talented and driven women in attendance. I truly enjoyed working with the executives at DFW Airport to design this special keynote to focus on taking the customer experience to the next level.

Keynote

After my keynote, the ladies blessed me with hugs, invitations to be in selfies, conversations, smiles and promises to stay in touch. I felt so welcome, so apart of this network of strong professional women.