Contact Center Training Events with Myra Golden

Three Unique Professional Development Events for Customer Service Professionals

Created and Facilitated by Myra Golden

Screen Shot 2016-06-01 at 11.45.14 AM

 

How to Handle Difficult Customers Using Verbal Aikido

5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers

August 10, 2016 1:00pm ET – 2:00pm ET

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations.

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more.

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation.

Key Take-Aways:

  • Discover 5 Aikido practices that I promise will make you more effective in handling difficult customers.
  • Explore the psychology of customer anger so that you understand what is going on in the mind of your upset customer.
  • Understand why ignoring the customer’s expression of anger is the WRONG thing to do– find out why you MUST assertively acknowledge your customer’s anger.
  • Find out how to strategically create calm with aggressive customers.
  • Examine the communication chain and learn how it gives you the edge in communicating in conflict situations.
  • Learn why you should see your difficult customer as a “partner” and not an opponent. Aikido masters always consider their opponent a partner and you’ll learn why.
  • Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. 

A tip discussed in this training is “Acknowledging customer Anger” See Myra discuss this tip below in this 2-part video.

 

Another point Myra makes in this webinar is the Aikido principle of “Don’t push.”

This training is perfect for:

iStock_000002215714XSmall

  • Customer service professionals who deal with difficult customers on a daily basis
  • New hires who are inexperienced in handling aggressive and difficult customers
  • Employees who come across as aggressive or blunt with difficult customers
  • Contact centers experiencing a high rate of call escalations due to employees’ inability to handle difficult customers

 

How to Handle Difficult Customers Using Verbal Aikido

5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers

August 10, 2016 1:00pm ET – 2:00pm ET

$299 per organization. Registration is FREE to Members. Registration includes

  • Unlimited logins from your organization
  • Comprehensive Handouts
  • Digital copy of the webinar – you can download it, save and have it forever!

Register Now

 

 

Call Control Using Conversational Aikido

September 14, 2016 1:00pm ET – 2:00pm ET

Research shows that the average business call lasts 2 minutes longer than it needs to. Often, we don’t know how to bring a call to closure without feeling like we’re being rude. Perhaps we’re caught up in a conversation with a Chatty Cathy, a rambler or a whiner. Maybe we’re talking to a friendly older person. How do we politely bring the conversation to a close?

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

Myra Golden, a customer experience designer who has designed and facilitated customer service training worked with such brands as Coca-Cola, McDonald’s, Frito-Lay, the FDIC and Verizon Business introduces the keys to polite conversation control.

The outcome of this web training is employees who are able to politely and effectively move calls to closure.

Key Take-aways:

  • Grab and flip…how to use the “Topic Grab” technique to take a caller’s rambling chatter and quickly flip it into focused forward-moving conversation.
  • Take control of any conversation in 6 seconds flat….a surprisingly simple 3-step technique you will love.
  • How to use psychology to move your customer from the talkative right-brain to a calmer left-brain position.
  • Myra’s step-by-step “Conversational Aikido” method to start taking control of calls beginning with your NEXT phone call.
  • How to deal with a confused or frustrated caller – so that you can move the call to closure.

This training is perfect for:

  • Customer service professionals who need just a little help learning to assertively and politely controlling conversations with customers.
  • New hires who need to learn call control skills right away.
  • Employees who struggle to bring calls to closure.
  • Contact centers experiencing excessive average call talk times.

friendly

 

Call Control Using Conversational Aikido

September 14, 2016 1:00pm ET – 2:00pm ET

 

$299 per organization. Registration is FREE to Members. Registration includes

  • Unlimited logins from your organization
  • Comprehensive Handouts
  • Digital copy of the webinar – you can download it, save and have it forever!

Register Now

 

 

 

How to Preempt an Escalation

September 28, 2016 1:00pm ET – 2:00pm ET

Your escalations have gotten out of hand. Agents are frustrated and are sometimes happy to hand calls over to supervisors. Customers feel that the only way to get the answers they seek is to speak to a supervisor. Meanwhile, supervisors are frustrated, backlogged and overwhelmed because all they do is handle escalated calls.

Sound familiar? Yeah, we know it does. Well, we have help for you.

The outcome of this training is employees who can speak with confidence, authority, and control, while still being friendly and personable. These new communication skills enable employees to reduce call escalations.

Key Take-aways:

  • Learn the 4 top reasons customers escalate to supervisors.
  • Examine why you don’t want to flat out refuse to let a caller speak with a manager.
  • Get a 4-pronged approach for preempting escalations.
  • Discover how to communicate with confidence, demonstrate your knowledge and speak with authority so that you reduce the need for callers to escalate.
  • Examine perfect phrases to use when the first thing callers says is, “I need to speak with a manager.”
  • Make an honest attempt to help the caller who wants to escalate using 3 sure-fire steps for responding to the caller who demands to speak with a manager.

See Myra speaking about how to preempt an escalation

This training is perfect for:

  • Customer service professionals who need just a little help learning to assertively and politely controlling conversations with customers.
  • New hires who need to learn call control skills right away.
  • Employees who excessively escalate calls.
  • Contact centers experiencing excessive call escalations.

How to Preempt an Escalation

September 28, 2016 1:00pm ET – 2:00pm ET

$299 per organization. Registration is FREE to Members. Registration includes

  • Unlimited logins from your organization
  • Comprehensive Handouts
  • Digital copy of the webinar – you can download it, save and have it forever!

Register Now

National Customer Service Week (Oct 6-10) special 60-minute webinars for Contact Center Reps

One of my favorite mugs

Pour up a cup of coffee and join us for a high impact webinar in honor of National Customer Service Week!

All events are 60 minutes and are specially priced at $199 each per company

(National customer Service -Week is October 6th – 10th)

October 7, 2014 1:00 – 2:00pm ET

Telephone Techniques + Call Control: Simple Skills to Help You Improve the Customer Experience

The telephone is one of the best branding devices out there. Over the telephone you get 3-5 minutes of your customer’s undivided attention. If you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which leads to increased profits. This training introduces (or reinforces) basic, yet fundamentally important telephone skills and presents a solid call strategy. Additionally, attendees will learn 9 powerful, but polite call control strategies so that they can easily get whiners, ramblers and storytellers to cut to the chase.

View outline/Register

Wednesday, October 8th, 1:00 – 2:00pm ET

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

View outline/Register

Thursday, October 9th, 1:00 – 2:00pm ET

Stop Screaming at Me!
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. See what this web training is all about.

View outline/Register

“I just viewed the replay of the webinar you did not long ago with citrix online and I was so enlighten and amazed to hear such outstanding information. I am a marketer and I knew surface level some of the information you shared but you went deep and took it to another level of understanding for me, the light bulbs of ideas and solutions have been bombarding my mind ever since. I simply desired to say thank you.”

James Stuart

 

This is hands-down my favorite strategy for controlling calls with long-winded customers

As you might know, one of the things I teach is how to control calls with customers. Specifically, how to deliver a warm customer experience while politely getting the long-winded customer to cut to the chase.

Lately, every single time I’m in a content design meeting with a new client, someone will say, “Help us control calls!”

It just so happens I was on a call this morning with a chatty-Cathy. She was such a dear and I truly enjoyed talking with her. But I had another conference call scheduled to start in 7 minutes.

I teach call control. Now I needed to control a phone call. I saw this situation as a mini-test, if you will. A test to help me keep my skills fresh.

So I used my favorite call control strategy: Ask 3 closed-ended questions back-to-back.

Here’s some insight on why this method works and what it is exactly.

CallControl

When customers are long-winded, rambling or story telling, they are likely stuck in the right side of the brain. The right side of the brain tends to use more of our creative, fantasy and philosophical sides, whereas the left side of the brain focuses more on facts, numbers and analytical thinking.

As long as the customer is communicating from the right side of the brain, it will be difficult for you to control the call. You need to effectively shift your customer from the right side of the brain to the left side of the brain.

An easy and very effective way to help your customer make this shift is for you to ask your customer 3 closed-ended questions back to back.

Closed-ended questions are questions that can be answered in one word: “What is the date code on your bag of chips?” is a closed-ended question. “How would you like to handle this?” is an open-ended question.

Closed ended questions work because customers are limited to one word (or perhaps a series of numbers.) Asking closed ended questions will give you some immediate control over the phone call, but to maintain that control, you must ask closed-ended questions that require your customer to go to the left brain to retrieve the answer.

That is, you need to ask questions that require your customer to use analytical thinking, to recall, or to lookup something.

Here’s an example.

When I worked in the car rental industry, I had my staff launch three strategic closed-ended questions the moment they felt they were dealing with a long-winded caller. These are the questions my employees asked.

  1. What is your rental agreement number?
  2. Can you read me the location code located in the top right-hand corner of your agreement?
  3. Can you give me the exact dates of rental?

These questions never failed to get the long-winded caller to stop talking. They never failed because the questions are all closed-ended, relevant to helping the customer, and they all require the customer to use the left-brain to retrieve the answers.

  • Closed-ended questions can be answered in one word
  • Closed-ended questions put you in control
  • Closed-ended questions move the customer from the right bran to the left brain
  • Closed-ended questions keep your customers from rambling

When you are caught on a long call with a storyteller or rambler, ask 3-closed ended questions back to back. Make sure the questions are closed ended (answered in one word or series of numbers), relevant to helping the customer, and require the customer to use the left-brain. When you do, you’ll instantly be back in control of your phone calls.

I see customer service professionals and all kinds of business professionals struggling with call control. I see this a lot.

That’s why I created my Call Control Strategies Training Kit. If your people struggle with long-winded callers, storytellers or ramblers, take a look at this training resource.

 

The Secret to Handling Difficult Customers

Myra Golden BW-2

I’m about to reveal a hidden way for you to literally
convert “nightmare” customers into an almost endless source
of loyalty, goodwill and profits.

Simply put, you can use these insider secrets to instantly
turn angry customers into raving fans for you and your
company – without giving away the farm.

Amazing but true … and the best part is virtually nobody
knows about these techniques!

What I’m talking about is my “Stop Screaming At Me” online video training.

Check it out here.

How to Handle Difficult Customers Video Training

HOW TO HANDLE DIFFICULT CUSTOMERS Video Training

Get the full story on the Golden Method right here.

 

Customer Service eLearning by Myra Golden

 

Rachael Ray Tries to Stump a Zappos Rep

Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the Zappos  Representative handles this “challenging” customer.

Would you have handled Rachael with such poise, openness and professionalism? If not, I need to work with you (and maybe your entire team) for some exciting customer service training. You can check out my customer service training solutions right here.

Related posts:

Polite Ways to Get Long-winded Callers to Cut to the Chase

My Keynote at the 2012 Contact Center Association Conference

Videos from My Zappos Presentation to ICCA

Zappos Clever Marketing at Airports