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How to Genuinely Apologize to Customers Without Admitting Fault
These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!
The "Feel, Felt, Found" Method for Empathy
Empathy is a Powerful De-escalation Tool
You can expect a rise in customer frustration and significant increases in escalations to supervisors right now. Here's help.
How do we move the call to closure when we can't give the customer what they're asking?
Looking for complaint letter response guidelines? Here are 5 Tips for the Best Complaint Response Ever.
Handling Dead-Air Space On a Customer Service Call
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.
How Should You Handle a Customer Complaint Over Email? Here Are 7 Tips To Get You Started.

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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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