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, […]

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 […]

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 […]

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 […]

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 […]

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. https://youtu.be/Bp7lRGfxGxA 3:29 How do you deal with an angry customer because we won’t give in to their […]

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 […]

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 […]