Creating Positive Conversations with Challenging Customers

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  • Course details

    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.


    • Click here to view Myra Golden’s instructor page

      Myra Golden

      Customized Engaging Customer Service Training and Author at LinkedIn Learning

      • Myra Golden is an author, trainer, and keynote speaker.

        For over 20 years, Myra has been helping companies improve the customer experience through her customer service training workshops. She has a master's degree in human relations and a bachelor's degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.

        Myra has helped McDonald's, Coca-Cola, Michelin, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the top 10 customer service bloggers by Huffington Post, and she is the co-author of Beyond WOW: Defining A New Level of Customer Service.

    Skills covered in this course

  • Telling a customer what you can do

    - After a tiresome day of travel involving long delays, I got to my hotel and found that the hotel was in an oversell situation. I remember I just dropped my bag right there at the desk. I was so frustrated, and I was ready to put up a fuss. But before I could say anything, the employee went on, "We've taken the liberty "to book you a king room with a competitor "1 1/2 miles away. "We've also arranged dinner and two cocktails on us. "Our shuttle can take you now." My attitude defrosted, and I looked forward to free dinner and cocktails. In this course, we're looking at how you can reframe challenging conversations with customers by putting a positive slant on your approach and words. You'll see how a mere apology can create calm. I'll introduce you to what I call the what else focus, so you can give customers helpful information that makes them feel heard and taken care of. Plus, we'll talk about how empathy and what's known as pacing can show customers you're on their side. My name…

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