Category: Customer Experience Design

How to Identify & Coach on the Most Effective Soft Skills

Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening.  Meet with me for a 45-minute discussion on how to coach […]

Control calls with signposting!

https://youtu.be/0viHnE7r2gs Happy New Year, friends! I’m coming to you live from my recording studio (where I’m recording courses for multiple clients) with one of my best tips for controlling calls with venting, friendly, or upset […]

How to Control Calls

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. In this course, […]

De-escalation Training for Customer Service Professionals

Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy you must enforce but can’t control. Such situations are unquestionably challenging, but—with the right […]

Welcome to My LinkedIn Learning classroom!

Have you ever visited my LinkedIn Learning classroom? In this supportive, interactive digital classroom, I teach my students call control, de-escalation, rapport building, empathy, and more. If you already have a LinkedIn Learning subscription, you […]

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 […]