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The "Feel, Felt, Found" Method for Empathy
How to Genuinely Apologize to Customers Without Admitting Fault
These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!
The New Face of Debt Collection – Empathy, Kindness and Compassion
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.
Control Call Center Calls by Asking 3 Closed Ended Questions
6 Ideas to Improve the Customer Experience in Libraries
The First Step to De-escalating Is to Recognize The Customer's Emotional Reaction
4 Things Your Agents Can Do To Preempt an Escalation
AT&T's Text Customer Satisfaction Survey Impressed Me

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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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