A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a […]
Customized Engaging Online Customer Service Training
Gain the Confidence to Get Angry Customers to Back Down
De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word […]
My Call Control Tactics Are Too Good Not to Share!
Some things are just too good to be kept to yourself. That’s how I feel about my new webinar, 9 Tips to Politely Control Difficult Customer Calls. Between my “ask three closed-ended question tactic” and the “Topic Grab” […]
9 Highly-Effective Tips to Politely Control Difficult Customer Calls – with Myra Golden
Customer service calls can sometimes get out of control, especially in difficult situations when customers don’t immediately get their way. Unchecked, these upset and overly talkative customers can dominate the conversation, prolong the call, and […]
How to Celebrate Customer Service Week 2022 (3 Steps)
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let […]
National Customer Service Week 2022!
When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week! I know customer service pros are the bee’s […]
Don’s Sleep on What Gen Z Wants From Work
True story a client shared with me. “One of our employees quit because they couldn’t believe the audacity of us to say ‘no,’ they couldn’t let us know on Thursday that they needed Friday and Monday […]
How to *Actually* Curtail Agent Attrition
3…2…1…ready or not, here I come with a fantastic new webinar, “How to *Actually* Curtain Agent Attrition.” Gen Z is quitting jobs they say are toxic, and they’re leaving in droves. One of the top reasons your […]
Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.
Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they […]
2 Frameworks for Resolving Workplace Conflict
I’m sharing two frameworks for resolving conflict today. You can apply my frameworks to disputes with employees, co-workers, customers, and bosses! https://youtu.be/pIY_5-7nRmQ For more help with de-escalation, check out my De-escalation Academy.
2 Minutes to Supreme Confidence!
https://youtu.be/MpS_Ja0CYOU The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the […]
This is How You Reduce Escalations
As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right […]