Myra Golden

De-escalation Academy

In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

Prepare your team to de-escalate now!


Digital workshops include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, and fillable PDF workbooks. We’ll customize your training on everything from telephone skills to empathy to call control to de-escalation.

Customize your workshop now!

Customized 30-minute Video Training

We customize 25-30-minute modular video training to your precise objectives -covering anything from telephone skills to empathy to chat handling to de-escalation. We can host your new training on our portal or give you the video files for self-hosting. Use your new video training as an evergreen option that you repeatedly use for new-hire training, refresher training, one-on-one skill improvement, and more. We’ve customized video training for Walmart e-Commerce, GoldCoast Transit, Houston Community College, Rudy’s Barbershop, and more. 

Get your customized video training in 6-8 weeks!


appreciated all the pre-work you did to learn about McDonald’s training and operational procedures. You did a great job of customizing your training to meet our specific needs. Also, it appeared as though the entire group was completely engaged and thoroughly enjoyed the training.

McDonald’s Corporation

have attended many customer service trainings and I have worked in customer relations for many years. Today I learned more in a few hours than I ever could have imagined! And the way Myra presented the information was wonderful.”


Get in touch

Let’s start designing your training!

Reach out to me.

Learn with me on LinkedIn Learning!

I have a full library of customer service courses on LinkedIn Learning. If you already have a LinkedIn Learning subscription, you can take my training at no additional cost.

Take my training on LinkedIn Learning now!