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Linkedin - Creating Positive Conversations With Challenging Customers (2022)
TORRENT SUMMARY
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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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FILE LIST
Filename
Size
~Get Your Files Here !/1. Introduction/001. Why telling a customer what you can do is important.en.srt
2.1 KB
~Get Your Files Here !/1. Introduction/001. Why telling a customer what you can do is important.mp4
20 MB
~Get Your Files Here !/2. Working with Difficult Customers/002. Be positive with customers, not provoking.en.srt
3.8 KB
~Get Your Files Here !/2. Working with Difficult Customers/002. Be positive with customers, not provoking.mp4
34.9 MB
~Get Your Files Here !/2. Working with Difficult Customers/003. Pacing your customers.en.srt
4.5 KB
~Get Your Files Here !/2. Working with Difficult Customers/003. Pacing your customers.mp4
37.9 MB
~Get Your Files Here !/2. Working with Difficult Customers/004. Ask your customers what else.en.srt
4.9 KB
~Get Your Files Here !/2. Working with Difficult Customers/004. Ask your customers what else.mp4
41 MB
~Get Your Files Here !/3. Positive Positioning Skills/005. Use partnership language with customers.en.srt
3.9 KB
~Get Your Files Here !/3. Positive Positioning Skills/005. Use partnership language with customers.mp4
33.2 MB
~Get Your Files Here !/3. Positive Positioning Skills/006. When you can't give the customer what they want.en.srt
3.5 KB
~Get Your Files Here !/3. Positive Positioning Skills/006. When you can't give the customer what they want.mp4
27.6 MB
~Get Your Files Here !/3. Positive Positioning Skills/007. Positively prime customers.en.srt
3 KB
~Get Your Files Here !/3. Positive Positioning Skills/007. Positively prime customers.mp4
28.8 MB
~Get Your Files Here !/3. Positive Positioning Skills/008. Words and phrases to avoid and choosing better options.en.srt
3.4 KB
~Get Your Files Here !/3. Positive Positioning Skills/008. Words and phrases to avoid and choosing better options.mp4
30.8 MB
~Get Your Files Here !/4. Positive Positioning in Action/009. Positioning controversial policies.en.srt
2.9 KB
~Get Your Files Here !/4. Positive Positioning in Action/009. Positioning controversial policies.mp4
26.7 MB
~Get Your Files Here !/4. Positive Positioning in Action/010. Issues with billing or customer rewards.en.srt
4.9 KB
~Get Your Files Here !/4. Positive Positioning in Action/010. Issues with billing or customer rewards.mp4
39.7 MB
~Get Your Files Here !/4. Positive Positioning in Action/011. Politely distancing from hot topics.en.srt
3.2 KB
~Get Your Files Here !/4. Positive Positioning in Action/011. Politely distancing from hot topics.mp4
27.9 MB
~Get Your Files Here !/5. Conclusion/012. Start, stop, continue exercise.en.srt
2.2 KB
~Get Your Files Here !/5. Conclusion/012. Start, stop, continue exercise.mp4
