Creating Positive Conversations with Challenging Customers

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Myra Golden

33:19

140 View

01 - Introduction

01 - Telling a customer what you can do.mp4

01:26

02 - Working with Difficult Customers

01 - Be positive with customers, not provoking.mp4

02:31

02 - Pacing your customers.mp4

02:50

03 - Ask what else your customers may need.mp4

03:16

03 - Positive Positioning Skills

01 - Use partnership language with customers.mp4

02:33

02 - Overcome resistance with customers.mp4

02:07

03 - Empathize for positive interactions with customers.mp4

02:17

04 - Words and phrases to avoid, and better options.mp4

02:55

05 - How to apologize to customers.mp4

02:44

04 - Positive Positioning in Action

01 - Positioning your return and refund policies.mp4

03:17

02 - Issues with billing or customer rewards.mp4

02:59

03 - Your competitor is better.mp4

02:50

05 - Conclusion

01 - Start, stop, continue exercise.mp4

01:34

Description

What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues, positioning controversial policies, and how to politely distance from hot-button issues like religion and politics to maintain a professional position.

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Negotiation

Customer Success Management

Customer Experience Management

Positive Psychology

Myra Golden

Instructor's Courses

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands. Myra is also an Author at LinkedIn Learning.

Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.