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How to Genuinely Apologize to Customers Without Admitting Fault
The "Feel, Felt, Found" Method for Empathy
When you want to end a circular conversation with an upset customer, I want you to say:
How to Identify & Coach on the Most Effective Soft Skills
These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.
Looking for complaint letter response guidelines? Here are 5 Tips for the Best Complaint Response Ever.
“I’ll fix the problem, but I am not apologizing for a problem that is not my fault.”
How to Handle a Complaint Over Email -7 Simple Steps
Should I tell the customer to have a good day after I've just given them bad news?

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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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“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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