Dealing with Difficult Customers: How to Keep Cool & Win them Over
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 for dealing with angry customers
How to properly communicate with an angry clients
Ways to effectively take control of the conversation
Role play: Learn to respond in specific situations
Common customer service mistakes & how to avoid them
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 2016
Live Question & Answer Session - 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.
Join us for this LIVE, 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.