I had such a fun Monday! I taught Aikido!
Well, I taught verbal Aikido.
On Monday, I had the privilege of being the opening keynote speaker at the Insurance Consumer Affairs Exchange Conference (ICAE) in Newport Beach, CA.
As you know, much of what I teach is focused on how to most effectively deal with difficult customers.
So, for ICAE I designed and delivered a keynote (and workshop) on how to deal with extremely difficult customers. I call these customers collectively The Consumer Vigilante.
In my keynote, I explained that today’s consumers are impatient, savvy and relentless. Some customers, the consumer vigilantes, will stop at nothing.
I walked my audience through the toll difficult customs are taking on employees and organizations:
- Extremely difficult customers are putting serious stress on employees. This stress is bringing down morale and inviting burnout.
- Difficult customers cost companies money! The time it takes to deal with unhappy and extremely difficult customers is taking time away from your best customers and resulting in a poor customer experience because staff can’t deliver the best service to the best customers.
I shared thoughts, stories, perspectives and research to inspire my audience to take a more focused approach toward handling difficult customers. And then I offered a powerful solution to handling difficult customers, the consumer vigilantes of the world:
My keynote was very well received. We laughed, engaged and learned 5 principles from Aikido for dealing more effectively with extremely difficult customers.
For the benefit of my wonderful ICAE audience and as a treat for my blog readers, I am posting my slide deck from the presentation. I also have a link to the videos I talked about in my keynote.
Enjoy. Share. Learn. Download the slide deck right here.
“Put Yourself In Their Shoes” video http://youtu.be/cDDWvj_q-o8
This is such a powerful video that truly gets participants to feel for another person.
And here’s the Jack Nicholson clip I talked about near the end of my keynote:
I actually feature this clip in my full-day customer service workshops. It gets hilarious laughter for sure, but after the clip we discuss how the waitress could have handled this customer better.
Watch the video, paying careful attention to the waitress. Note your first impression as she approaches Jack’s table, her facial expression, attitude, etc. Next, flip the script. What might she have done differently to have the situation end MUCH differently?
The lesson here, of course, is to be flexible and friendly. These two attributes will take you a long way with customers, even the most difficult of customers.
Need a Keynote Speaker to Talk to Your Organization About the Customer Experience? By all means, consider me!
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. 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 Bloggersand she is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service.
All of Myra’s presentations will be fiercely tailored to meet your objectives. Most of her presentations can be tailored for keynotes, breakout sessions, or interactive workshops. Myra requires at least one face-to-face or telephonic meeting before every presentation so she can customize her presentation with razor-sharp content and relevant examples. In some cases, a Myra Golden representative will also conduct a “Mystery Shopper” visit by phone or in person to survey your service practices and problem handling processes. A good speech requires an understanding of your business.
Explore my Customer Experience Speaking Topics
Special Webinar Teaches How to Handle Difficult Customers
How to Get Angry, Irate or Unreasonable Customers to Back Down
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, I’ve got the perfect program for you. Attend my special webinar entitled “Stop Screaming at Me” and you’ll be able to Handle Any Difficult Customer. Learn more about this special webinar.