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Top Posts

How to Genuinely Apologize to Customers Without Admitting Fault
Here's How to Respond to the Customer Who Asks to Speak to Your Supervisor
Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era
The Ultimate Cheat Sheet On How to Write the Best Complaint Response Emails
How to Give a Customer Bad News with Surprising Confidence (and without negative backlash)
7 Phrases That Convey Empathy to Customers
Here's How to Respond to the Yelling or Cursing Customer {with videos}
Handling Dead-Air Space On a Customer Service Call
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.
How to Handle a Complaint Over Email -7 Simple Steps

Online De-escalation Training Just $50 for a Limited Time!

20 Things to Say to Regain Control with Challenging Customers (Free Packet)

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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

“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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