Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? Head over […]
Customized Engaging Online Customer Service Training
Author: myragolden
Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.
What is your recommendation on how often to apologize and what to apologize for?
Here’s a smart question from Trisha, one of my email subscribers. I work with a team that provides email support. I have seen a trend that I’m not sure how to address. When de-escalating through […]
Are you a CX Champ or Chump?
We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and […]
Here Are My Answers to Your De-escalation Questions!
I sourced my subscribers for the most pressing de-escalation questions. See my answers! https://youtu.be/boLdQb4c6QA
EX and CX: The twin powers of a successful business
How closely are the employee and customer experience related? Very. Today, it’s becoming clear that you can’t have one without another. Happy, engaged employees help create great customer experiences that lead to greater customer engagement, […]
Let Me Teach You Empathy
I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning. I’m writing today to tell you how you can take […]
Stop Screaming at Me!
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect […]
How do I assist a customer I suspect is dealing with mental illness?
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able […]
Customer service employees are therapists, cops, negotiators, and conflict-resolution experts
Is every other customer demanding, “Get me a manager?” Do you find your customers more intense? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read […]
Use Psychology to Get Angry Customers to Back Down!
Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and watch the replay of my live Q & A!! If you need help getting angry […]