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How to Genuinely Apologize to Customers Without Admitting Fault
The "Feel, Felt, Found" Method for Empathy
4 Things Your Agents Can Do To Preempt an Escalation
Handling Dead-Air Space On a Customer Service Call
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.
These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!
The Ultimate Cheat Sheet On How to Write the Best Complaint Response Emails
What Call Center Agents Can Learn from Jack Nicholson About De-escalation
Looking for complaint letter response guidelines? Here are 5 Tips for the Best Complaint Response Ever.
6 More Ways to Get An Angry Customer to Back Down

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“I was very pleased with Myra’s presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can’t wait for Monday.” -- Tim O’Laughlin, The Coca-Cola Company

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Our associates were immediately empowered to create more memorable service experiences for our customers even before the applause faded. As stated by one associate “Myra Golden captured our attention from the moment she started to speak, until the very end! I feel privileged to have been a part of the training!” - Laura Dambier Sr. Vice President, Partner Solutions for Life, Claims and Distribution Lincoln Financial Group

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