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How to Genuinely Apologize to Customers Without Admitting Fault
The "Feel, Felt, Found" Method for Empathy
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.
Top 3 Ways to Calm Angry Customers
These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!
The First Step to De-escalating Is to Recognize The Customer's Emotional Reaction
Handling Dead-Air Space On a Customer Service Call
Customer service employees are therapists, cops, negotiators, and conflict-resolution experts
The Ultimate Cheat Sheet On How to Write the Best Complaint Response Emails
Here Are My Answers to Your De-escalation Questions!

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What Myra’s Customers Say

“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

“I have attended many customer service trainings and I have worked in customer relations for many years. Today I learned more in a few hours than I ever could have imagined! And the way Myra presented the information was wonderful.” - Caitlin Singer, Team Lead, Aveda Corporation

“Myra’s program was excellent! One of the best training sessions we have attended -well presented. The session was very beneficial to our everyday job!” - Shirley Perry Michelin North America

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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