Skill Level Intermediate
- 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 is Myra Golden, and for more than 20 years, through my workshops, I've helped customer service professionals just like you. Join me in this LinkedIn Learning course and learn exactly how to foster positive conversations in challenging situations.