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.

Who Desperately Needs De-escalation Training?

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 […]

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 […]

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 […]

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 […]