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.
Introducing…
How to Handle Difficult Customers Using Verbal Aikido
5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers
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.
On Demand Video Training. Get this video training now and help your team handle difficult customers like an Aikido Master
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.
- Find out why the issue isn’t the “real” issue with dealing with angry or agitated customers.
- See why listening with the intent to understand the customer is a powerful tool for creating calm and getting the customer to stop talking and listen to you.
“Myra’s positive attitude really makes me feel that one person can completely change another’s state of being.”
– Pablo Martinez, Consumer Affairs Specialist, Kellogg’s
- 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
$299
Get this video training now and help your team handle difficult customers like an Aikido Master
***”Watch Everything Package” You can get access to Myra’s entire webinar library AND have access to all new live webinars for one great rate.***