Stop
Screaming at Me!
11 Strategies to Help You Circumvent, Eliminate, and Minimize Difficult
Behavior
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, then this is the perfect webinar for you.
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.
Who
Should Attend:
-Contact Center Managers,
Directors
-Contact Center Supervisors, Team Leaders
- Front Line CSR's
Course
Leader:
Myra
Golden
Myra Golden runs Myra
Golden Media, a customer service and public relations agency
that specializes in strategic customer relations
consulting designed and tailored for each client’s needs.
With more than 15 years of experience, Myra has developed a
proven process that positions organizations to regain customer
goodwill after even the worst has happened and to improve corporate
reputations in the eyes of consumers through improved complaint
response and more responsive customer service. Myra Golden Media
specializes in a number of areas including customer recovery,
customer loyalty, crisis management, call center training, and
social media for customer service.
Myra’s customer
recovery systems have been used for more than a decade in corporationsthroughout
North America, Australia, Africa, and the Philippines helping
organizations build a multi-faceted customer recovery strategy
and create a true customer service culture. One of the leading
experts on restoring customer confidence after service failures,
Myra has designed programs to help companies keep customers, even
after service failures occur. She has created customer recovery
programs for such clients as Verizon Business, McDonald's, Coca-Cola,
Scotts Miracle-Gro, National Car Rental, Michelin Tires, and Frito-Lay.
Considered one of the
pioneers for leveraging social media for customer service, she
has helped hundreds of companies design and launch a comprehensive
social media strategy for listening to and getting involved in
online conversations about their brand and protectingcorporate
reputations online. Her Tweeting for Customer Service video and
her in-demand Keynote "Social Media is the New Customer Service"
has inspired hundreds of companies to explore and launch social
media customer service strategies in order to immediately respond
to gripes about their brands online.
Myra's passion for
customer service distinction stems from more than 15 years of
serving customers directly, including her work as the Global Head
of Consumer Affairs for an international car rental company where
she and her team worked to regain customer goodwill after service
mishaps and to maintain a positive public reputation with consumers.
Her experience and training (she holds a Bachelor of Arts in Psychology
and a Master of Human Relations, both from the University of Oklahoma)
has given her the unique ability to developcritically acclaimed
systems for earning rock-solid customer loyalty and enhancing
an organization's reputation with consumers by creating a culture
of creating warm experiences, developing an aggressive customer
recovery strategy, and designing a social media strategy.
She is co-author
of Beyond WOW, creator of 5 customer service eLearning suites
that are used by corporations worldwide, and founder of CallCenterWebinars.com,
an e-Learning company that provides customer service training
for many of the nation's Fortune 500companies. She is also an
active customer service blogger with thousands of corporate subscribers.
Myra is known to "bring
it" in her entertaining, highly interactive and memorable
keynotes andtraining sessions. Whether Myra is presenting to an
audience of thousands, training a few dozen, or broadcasting a
live webinar on 4 continents, she never fails to WOW conference
attendees and employees with her relentless preparation for the
event, high energy, and relevant and fresh content.
click
here for more info**
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