Myra Golden, Customer Service Speaker

Webinars

November 14, 2012

Stop Screaming at Me!

11 Strategies to Help You Circumvent, Minimize and Eliminate Difficult Behavior

November 14, 1:00pm – 2:30pm ET

$299 for unlimited participation per company

Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control.

Are you 100% confident you can handle it?

If not, I’ve got the perfect program for you. Simply read the description below to see what it’s all about.

Live Webinar Training *** Stop Screaming at Me! - 11 Strategies to Help You Circumvent, Eliminate, and Minimize Difficult Behavior

November 14, 1:00pm – 2:30pm ET

All registrations received by November 1st will receive Myra Golden’s “How to Negotiate with Customers: Strategies for Negotiating with Crafty, Cunning & Unreasonable Customers ” digital video. This 90-minute video workshop equips customer service agents to resolve complaints without giving the store away.

Can’t attend the live event? No worries. All registrants receive a digital recording of the webinar 24 hours after the live event. You can use this recording to train your team --- refresher training, new hire training or as a skill sharpener.

You don’t have to get frustrated dealing with demanding, irate, or unreasonable customers and you don’t have to put up with verbal abuse and threats from customers.

If you have the right tactics and techniques and the motivation, you can get any angry customer to back down and ultimately regain the customer’s goodwill. I want to get you started down the fast track to total confidence and skill in dealing with frustrating customers.

After I accepted my first job in retail I found myself spending eight priceless years on the frontline dealing with unhappy, aggressive, and completely frustrating customers. I was forced to learn, on my own, how to get angry customers to back down, how to deal with attempts at physical intimidation, and how to completely restore customer confidence after service failures.

Through my experience, in the trenches with customers, I discovered some tested and proven techniques that work – all pieced together in a strategy that will take you from flat to an absolute diplomat, faster than you’d believe possible.

Yes, you CAN do it. And I want to get you started, with a high-impact live web event. In this webinar I'll share with you a series of critical strategies, including:

Hostile Interaction Essentials – 10 things every customer service representative should know

The psychology of anger
How to lay a foundation for problem resolution - so that you can make better deals with unreasonable customers
2 effective responses for when you are the target of verbal abuse
Tone of voice: making the biggest impact on calming angry customers
The #1 tactic difficult customers use to try to control you
How to handle a problem that was caused by the customer
Exactly how to handle the customer who demands to speak to a manager
The importance of letting customers vent – and how long you should let them blow off steam
Why you cannot rationalize or negotiate with an angry customer
3 comebacks for the customer who tries to manipulate you with intimidation or aggression
The critical importance of reflecting back the customer’s intensity – and how to do it gracefully
How to say ‘no’ without causing resentment
How to respond to customers who want you to "bend the rules"
How to deliver bad news to your customer while preventing negative backlash

Don’t Shoot Yourself in the Foot – Self-defeating actions that make your job harder

Why reducing choice, sounding formal, and causing a sense of helplessness will always arouse resentment in customers
The reason “splitting the difference” just to appease an irate customer is almost always the wrong solution
Putting the difficult customer off…why avoiding calls and emails from difficult customers always escalates the customer’s rage
Telling a customer he is wrong (even when he is wrong) always spells TROUBLE. Find out why
Ignoring the customer’s expression of anger – find out why you MUST address, head-on, the customer’s anger
Defending the problem, company, or a co-worker will always back-fire. I’ll tell you why.

Conversation Control

How asking 3 closed-ended questions back-to-back instantly puts you back in control of any conversation
The surprising power of “telephone silence” and how to pull it off with eloquence
20 powerful phrases, word-for-word, to help you regain control of common difficult conversations
Learn my favorite technique for regaining control of a conversation: The “Topic Grab” technique.
Exactly how to assertively respond to the yelling or cursing customer
The secrets to getting ramblers, whiners, and story-tellers to cut to the chase
How simply saying, “You’re right.” will stop a ranting customer cold.

Powerful Anger Diffusion Strategies

How to deliver bad news to your customer while preventing negative backlash
Verbal Aikido…how the martial art Aikido can help you instantly create calm with customers
6 tactics for getting angry customer to back down. These tactics are diplomatic, super-simple, yet highly effective!
3 Strong, but non-threatening tips for creating calm with irate customers.

PLUS

Self-Control – How to keep from becoming upset and unraveled when speaking with demanding, unreasonable, or irate customers
Listening Techniques: Let Customers know you hear & understand them
Question and Answer Session – I will take and answer your most pressing questions about handling difficult customers.