The Golden Method for Complaint Resolution (with Full Handling Difficult Customers Training)

See how easy it is to restore customer confidence, get angry customers to back down, and keep more customers using this new way!

On-demand, available 24/7 

Online Video Training Tuition $399 (Grants you 12 month access and can be incorporated into your LMS)

We designed The Golden Method to be practical and immediately useful. Most of our clients report the following dramatic and immediate results from the Golden Method:

• Increased confidence in dealing with difficult customers

• Improved empathetic responsiveness

• Measurable reductions in amount of money spent to resolve problems

• A greater sense of pride in customer service work and improved job satisfaction

• Improved communication skills

• Ability to control calls more effectively

• Employees are fiercely focused on restoring customer confidence and regaining goodwill...not just solving problems

• Ability to negotiate resolutions that balance the interests of both the customer and the company

• Reduction in calls escalated to supervisors

• Fewer cases of damaging admissions are stated

• Improved strategy for handling product liability claims

• Higher scores on call monitoring forms

• Reduced job tension

• Increased customer satisfaction

Carol Whitlock
Tricare Service Center
Eglin AFB, Florida

This training is presented online, on-demand in high quality, video requiring nothing more than a standard computer with high-speed Internet connection. For most users, enjoying the Golden Method is just like watching TV.

Watch a 4-minute overview of our on-demand training for your employees.

Here are 27 things your people are guaranteed to get from the Golden Method training:

The Golden Method for Complaint Resolution is CLEAR, CONCISE, and geared to give your people QUICK RESULTS that will empower them to defuse anger and reach agreements that balance the interests of both your customers AND your company.

In The Golden Method for Complaint Resolution, Myra Golden reveals secrets like:

1. How to lay a foundation for resolution - so that you can make better deals with customers (even unreasonable customers)  
2. The 10 Golden Rules for complaint Resolution...The secret to completely restoring customer confidence and regaining goodwill!
3. How to control your hot buttons...we all have them and we can learn to control them.
4. 10 expectations unhappy customers have when they voice a complaint. Knowing what's important to customers gives you a tremendous vantage point.
5. 6 tactics for getting angry customer to back down. These tactics are diplomatic, super-simple, yet highly effective!
6. Exactly how to handle the cursing or yelling customer…I’ll show you how to handle extreme behavior with confidence, control, and credibility.
7. 3 Strong, but non-threatening tips for creating calm with irate customers.
8. How to get whining, rambling, or long-winded customers to cut to the chase…yes, it can be done!
9. 5 rules for having tough conversations.  Learn the importance of taking control, having the last word, and 3 other crucial rules.
10. How to regain control by using the "Pause" button - Pausing is a subtle, but effective strategy that can be used to intimidate, inspire awe, or just leave difficult customers in the dust!
11. How to set limits with customers -  AND actually stick to them! 
12. How to reach agreements that make good business-sense and still have the customer walk away (or hang up) happy.
13. Why empathy has no place in negotiations with tough customers. 
14. The first step you MUST take when negotiating with an angry customer - if you fail to take this step, you WILL spend more money than you should and you'll feel awful.
15. Hear a STRONG case FOR apologizing to customers - discover why a simple apology can diffuse anger help customers cut to the chase, and minimize emotions AND slash your settlement costs.
16. A strategy that ALWAYS works - know your BATNA (Best Alternative to a Negotiated Agreement) .This is a strategy used by all of the pros and it will work for you. 
17. 2 mistakes you can't afford to make when speaking with unhappy customers. 
18. 7 secrets for moving customers out of a hardball mentality - you'll love these! 
19. How to nail the customer that tries to manipulate with anger - three simple, but extremely powerful techniques.
20. 4 things to never do with difficult customers. Knowing these "don'ts" makes all the difference.
21. Why you need to beware of hypothetical questions from your customers.
22. How to call a customer on a negotiation ploy - a proven 2-step response is all it takes to call a bluff with finesse!
23. 3 questions you need to ask yourself before making any concessions - these questions will help ensure you don't " give the store away" in an attempt to reach quick agreements.
24. How to analyze the concessions your customer makes.  What do large concessions tell you? Small concessions? What about quick concessions? There's a hidden meaning behind EVERY concession.  
25.   13 Great phrases for breaking through standoffs, stalemates, and deadlocks  
26.  7 Tips for getting the most out of negotiating with customers via email  
27.  And so much more! All of this is delivered to your people online, on-demand in about 60-90 minutes.  

Sample a video

How can you use this training?

Here are some of the ways our customers use The Golden Method:

      *As a complete new-hire training program,

      *a reinforcement tool with our live full-day training sessions,

      *as a stand-alone solution

      *or integrated with their in-house training programs.

Our clients love the fact that their employees can take advantage of this unique learning opportunity right from their desktops, “on-demand”. 

What that means is, they can select whatever topic they want, whenever they want it.  Like:

      *Six ways to get an angry customer to back down

      *How to handle the customer who yells or uses profanity

      *Polite ways to get a rambler to cut to the chase

      *How to negotiate via email

      *How to get your point across to an upset or resistant customer

Or, supervisors can email links to specific modules based on needs identified in coaching sessions or performance reviews.

Why This Training Works

We hate long boring classroom lectures!

We hate it when we have to sit all day in a boring lecture. We also hate to sit in front of a TV in a corporate training room and watch a 30 minute (or God-forbid an hour-long) hokey training video.

But we love Television!

People love their TV! We love watching the Discovery, Cable News and Learning Channels.

The Golden Method took the traditional corporate training model and created an informative and engaging multimedia experience. People love to LEARN, but let’s face it… we're busy and we have short attention spans. As a result, the Golden Method training GETS WATCHED.

Short, high-impact, and easily comprehendible

We've "unbundled" our famous full-day Complaint Handling & Dealing with Difficult Customers workshop and neatly packaged it into bite-size single-subject videos that your employees can experience right from their desktops. Your employees experience short bursts of information on a single subject in easily comprehendible chunks.

Nothing is more Effective

This is a measurably effective training based on the Myra Golden Learning Model. The Golden Method helps people commit to adopting and applying proven strategies for improving customer service. Myra's engaging style coupled with our multimedia presentation ensures that your employees will listen to, retain, and apply our field-tested strategies.

Desired Action

At the end of each module, we encourage your employees to take a “desired action”. This can be:

• Identify the top 2-3 insights they gained
• Make a commitment to adopt and apply a new technique based on an insight presented
• Set a goal to START, STOP, or CONTINUE a specific behavior or approach

• Immediately try out a new technique or tactic on a customer

• Go to their workbook and "circle" the best idea learned so far

• Email Myra personally to share their most "profound" discovery 

• Most every attendee of this training follows our encouraged actions. Our clients have found the interactive component of the Golden Method to be memorable and a definite retention-builder.

FREE Sample Webinar...

"Managing to Eliminate Unacceptable Employee Performance"

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