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Dealing with Difficult Customers: How to Keep Cool & Win them Over

Summary

Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

Customer complaints can damage your brand, but solving the pain points within the complaint creates a sale. Consider Yelp - one bad review could be seen by many potential customers, killing your sales. But if that complaint becomes a rave review for solving their problem, you've created sales collateral you simply can't buy! This is just one way to turn the challenge of a complaint into a great sales opportunity. How can you address complaints to limit negative public exposure and turn angry customers into loyal buyers? Join us for this 60-minute webinar to discover:

  • How to find the sales opportunity in every complaint
  • Using customer satisfaction to increase revenue
  • What to do about negative comments on social media to protect your rep
  • Getting inside the heads of customers: How to solve their real complaint
  • Using customer problems to sell solutions & boost revenue

Program Highlights

  • Turning Customer Complaints into Sales Opportunities: Keys for Success

    • Determining what's really behind a complaint: Reveal what customers want
    • Problem-solving as a sales window: Using their frustration as motivation
    • Win-win situations: Creative collaboration techniques that work
  • Going the Extra Miles for Customers - Even the Angry Ones

    • Financial risks of not addressing complaints: Don't leave money on the table
    • Ways to use stellar customer service to drive sales & increase revenue
    • Seeing it from their point-of-view: Customer treatment they respond to
  • Harnessing the Power of Social Media: Turn Complainers into Raving Fans

    • Tracking negative posts on Google, Facebook, Yelp, Twitter & more
    • Strategies to quickly address customer complaints online
    • To delete or not to delete: When & why to let negative comments linger
  • Live Question & Answer Session - Have your questions answered by the expert!

About The Speaker

Myra Golden runs Myra Golden Media, a customer experience design agency that specializes in helping brands create the best possible customer experience throughout all contact channels. 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 has designed customer experience platforms for such companies as Verizon Business, McDonald's, Coca-Cola, National Car Rental, Michelin Tires and Frito Lay.
  • She has been named one of the Top 10 Customer Service Bloggers and she is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service.
  • Myra's customer recovery systems have been used for more than a decade in corporations throughout 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.

Program Benefits

Join us for this 60-minute webinar to discover strategies for addressing customer complaints to limit negative comments about your business and turn problems into solutions to drive more sales.