Webinars
Stop Screaming at Me!
11 Strategies to Help You Circumvent, Eliminate,
and Minimize Difficult Behavior
Thursday, October 14, 2010 1:00pm ET/10:00am PT
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.
Stop Screaming at Me! Live Webinar
$299
for unlimited participation within your organization (includes digital
recording of the webinar)
Thursday, October 14, 2010 1:00pm ET/10:00am PT