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Myra
Golden's
DEALING
WITH DIFFICULT CUSTOMERS
TeleSeminar
Recording & MP3 Download
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What
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Nationally
acclaimed customer service trainer and author, Myra
Golden is one of North America's leading experts on the
psychology of anger and dealing with difficult customers
In
an encore very special event, Myra presents a virtual
seminar designed to position frontline customer service
employees to deal with demanding, irate, and
unreasonable customers with more ease and in such a way
that completely restores customer confidence...without
giving away the farm!
Numerous
Fortune 500 companies have lauded Myra Golden as the
most popular customer service trainer in the history of
their company meetings and conventions. Many have
had her back to work with their management teams again
and again.
Pointedly,
pragmatically, and without a hint of fluff,
Myra
explains exactly, step-by-step, how to
get angry customers to back down, a tactical strategy
for handling the customer who demands to speak to a
manager, THE way to handle negotiation ploys, and so
much more.
I
really do love your webinars,
Myra
. They are very well done and extremely beneficial. The
other thing I love is your strong faith that you bring
into each of your calls. It is truly a blessing to
do what you love to do and it shows. I always find
little helpful hints in your information. I love
the phrases you gave regarding unreasonable customer
requests. Thank you again.
Kristy
L. Bolen
Manager
of Customer Service
Carlson
Hotels Worldwide
Our
Consumer Care group attended your "Dealing with
Difficult Customers" web seminar on 10/6/05. Not
only was this seminar a
good addition to our Customer Service Week celebration,
this was also a chance to learn more ways to WOW our
customers. The overall feedback from our
group was very positive -- they felt the session was
extremely helpful. Some other comments I received
include: "They were able to
get good talking points, and your upbeat style made it
easy to follow." "I found the 11 phrases
list handy and plan to use to update my talking
points."
We'll
continue to share your helpful phrases and ideas with
our
group.
Linda
A. Monk
STAINMASTER®
Consumer Care
We
all loved the webinar - I've had a lot of positive
feedback from my group.
Call
Center Manager
Canada
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Details
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You
will learn:
- The
psychology of anger
- 6
Ways to get an angry customer to back down
- A
sure-fire response to customers who demand
to speak to a supervisor
- How
to say
'No' without causing resentment or
worse...losing the customer
- The
way to get
your point across to upset or resistant
customers
- Why
apologizing up front diffuses anger,
reduces talk time, and slashes settlement
costs
- Three
great responses when you're the target of
verbal abuse
- A
7-step strategy for handing the verbally
abusive customer
- How
to use the martial art, Aikido, to diffuse
anger and regain control
- Five
strategies for tactfully handling a
problem that was caused by the customer
- 13
helpful phrases –word-for-word to use
when dealing with unhappy customers
- Exactly
how to handle negotiation ploys
- Proven
techniques for keeping your cool and
maintaining self control
Audio
Recording AND MP3 Download $199
Purchase
audio recording
MP3
Tracks:
Introduction & Overview
Congratulations
The Psychology of Recovery
Tactics for Handling a Problem
Caused by the Customer
The Issue Is Not
the Issue
10 Customer
Expectations In Problem Situations
5 Common
Inappropriate Responses to Complaints
Introduction to the
Golden Rules for Complaint Resolution
The Golden Rules
for Complaint Resolution
6 Strong, But
Non-Threatening Responses to Verbal Abuse
The Psychology of
Anger
6 Ways to Get An
Angry Customer to Back Down
7 Steps for
Handling the Verbally Abusive Customer
Saying 'No' Without
Causing Resentment
Verbal Self Defense
Techniques
Sorry Works
Polite Ways to
Control Calls
Negotiation
Strategies
4 Questions to Ask
Before Giving Money Back
The Cookie Thief
Audio
Recording AND MP3 Download $199
Purchase
audio recording
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STILL
HAVEN'T REGISTERED?
Eight
more reasons why you and your team will want to attend this
Myra's Dealing with Difficult Customers seminar:
1. You'll get 13
hard-hitting phrases...word-for-word... to use with
difficult customers.
2. You will explore the surprising
benefits of simply apologizing to an irate customer...and
you'll learn how to deliver the "safe" apology.
3. You will get FREE
access to Myra's Dealing with Difficult Customer online
video suite for 6 months!
4. You will walk away with 6
field tested tactics for getting angry customers to back down.
5. You will discover the fun
verbal self defense techniques that put you back in control.
6. You'll get a free copy of
Myra's book, Beyond WOW.
7. You'll experience some of the
call center training in the industry without leaving your
office.
8. You'll return to work with energy
and vigor!
When
More
in-depth dealing with difficult customers training available
Master
trainer, Myra Golden, has just released an online video Dealing
with Difficult Customers training. The course features 34
short-segment videos on such topics as What to say to the
customer who demands to speak to a supervisor, How to say 'no'
without causing resentment, when and how to apologize, and
so much more. Get
the full story here.
Attend
this seminar and then try Myra’s tips, tactics, and strategies
out. Put Myra's proven strategies to the test. If you aren’t
WOWed with the results you get anytime within 30 days of the
presentation, you’ll get your money back!
We
confidently offer such a bold guarantee because we work so hard
to bring you relevant and practical tips, tactics, and
techniques you can really use and deliver the program in a
dynamic and memorable way.
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