I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained […]
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.
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.
I just got off the phone with a call center agent who is in fear of losing her job because her supervisor says her tone, attitude and approach with customers is unacceptable. she has exactly 90 days to improve — or she will be fired.
She said she found my blog when she googled how to improve your customer service skills. I wished I could be there sitting across from this young woman, who I imagine is in her early 20s, and coach her. But she’s in Los Angeles and I have a plane to catch this afternoon, heading to the east coast.
I did coach this young customer service representative, over the phone, on how to soften her approach by making sure she doesn’t over-talk customers, by using what I call a “lead-in” and by listening with the intent to understand.
We talked for nearly an hour and then I gave her a complimentary enrollment in my online learning suite. She touched me with her proactive spirit and now I am determined to help her.
After coaching this young lady, I thought it might be helpful to share with you 4 of the tips I shared with her today. Maybe these tips can help your own employees deliver a better customer experience over the telephone.