Re: "Verbal Aikido: 7 Ways To Handle Difficult Customers"
Aikido Credentials ????
Can't see any.
From Myra Golden's website
Myra Golden Seminars' Founder & President, Myra Golden is one of the service industry's most prominent trainers and a highly regarded business growth strategist. Companies hire Myra and her team to help them achieve measurable growth by building, recovering, and strengthening customer relationships.
In 1999 Myra established Myra Golden Seminars after identifying the need for customer service professionals to be equipped with specific skills for responding to complaints and difficult customers in such a way that they completely regain goodwill and even strengthen loyalty after any service mishap. Her firm provides measurably effective training for some of the world's best-known companies, including Coca-Cola, McDonald's, Johnson & Johnson and Frito-Lay.
Her interactive customer recovery training programs and e-Learning programs have gained national attention and have made her an in-demand speaker at annual Society of Consumer Affairs Professionals conferences, Government Consumer Affairs conferences, and company annual meetings. She is a frequent contributor to the Customer Relationship Management Journal, publisher of a weekly eZine, author of Beyond WOW, and more than 200 articles.
Myra is the former global head of Consumer Affairs for Thrifty Rent-A-Car System, where she led a strategic team that regained the goodwill of unhappy customers and she worked with the company's loyalty program to create value for the most frequent customers. It was this position that taught Myra the bottom-line value of restoring customer confidence after service mishaps.
She has a Bachelor of Arts in Psychology and a Master of Human Relations. Myra's psychology background has uniquely positioned her to develop critically acclaimed programs for dealing with difficult customers and understanding the psychology of recovery. [i]