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.

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 […]

Top 3 Ways to Calm Angry Customers

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m […]

Yep, Holiday Returns Will Make Customers More Difficult

After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be. Returns and exchanges […]

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to […]

It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Whenever I’m in Carpinteria, I go […]

What do you do when a customer threatens self-harm (in a phone call or email)?

People in my workshops ask, “What do I say when a customer threatens suicide?”  Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside […]