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Managing Difficult Customers: Proven Tactics to Make Angry Clients Happy


Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

If your next customer interaction involved an irate or upset person would you be adequately prepared to handle the situation? Dealing with difficult customers is one of the most challenging aspects in customer service today. How can you gain the confidence to win over and satisfy angry customers? Join us for this interactive, 60-minute webinar where you will discover:

  • Proven tips & techniques to consider for dealing with angry customers
  • Keys to effectively communicate with upset clients & make it better
  • How to creatively say "sorry" without acknowledging fault
  • The most common customer service mistakes & how to avoid them
  • LIVE Q&A: Ask our speaker for guidance on your specific questions!

Program Highlights

  • Laying the Framework: Tips for Dealing with Angry Customers

    • How to effectively address yelling, cursing, & other nasty behavior
    • Strategies to develop a positive rapport with angry clients
    • Keys to let customers vent in a healthy way without freaking out
    • Effective ways to say "NO" without causing more anger
  • Communication Strategies: How to Properly Take Control of the Conversation

    • What to do when a customer is attempting to control you
    • Successful tactics to deflect intimidating & aggressive behavior
    • Techniques to calm the customer & get them to listen to your solution
    • Powerful phrases that allow you to regain control of the interaction
  • Strategies to Diffuse the Situation & Not Shoot Yourself in the Foot

    • Situational role play: What to say during various scenarios
    • Methods for apologizing without actually admitting fault
    • Top customer service mistakes sales reps should avoid for 2015
  • LIVE-Interactive Q&A - Have your questions answered by the expert!

About The Speaker

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.
  • 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 protecting corporate 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.
  • She is co-author of Beyond WOW, creator of 5 customer service eLearning suites that are used by corporations worldwide, and she is an active customer service blogger with thousands of corporate subscribers.
  • Myra is known to "bring it" in her entertaining, highly interactive and memorable keynotes and training sessions.

Program Benefits

Join us for this LIVE-online, 60-minute webinar, where you will discover how to effectively deal with difficult customers and win them over in an attempt to gain repeat business.