Get an exclusive sneak peek at my training outlines and check out the preview videos on this page.

Craft a tailored course by blending diverse topics to accomplish your exact goals.

Myra Golden's 3R De-escalation Method

I'll tailor my De-escalation Academy into a focused workshop that spans two to two and a half hours, all while ensuring it perfectly aligns with your specific objectives.

My de-escalation for customer service is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down

De-escalation Academy, featuring the 3R De-escalation Method, is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions - but how to get customers to accept their word as final. 

Delivering An Exceptional Live chat Experience

Delivering Bad News to a Customer

Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can CSRs work to keep the relationship with the company strong and intact?

This course outlines a simple four-step approach that can be used in variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.

De-escalating Conversations for Customer Service

Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers.

Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.

Call Control Strategies 

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You’ll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.

Building Rapport with Customers

Want to set yourself up for success each time you interact with a customer? Take steps to establish a genuine, human connection with the person you're speaking with. In this course, instructor Myra Golden helps customer service reps accomplish this by stepping through how to establish rapport within the first few seconds of a customer service interaction. Myra shares simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions. Plus, discover techniques that can help you build rapport in specific situations, including chat interactions, emails, and circumstances in which you need to deliver bad news.

Feel Confident Supporting Customers When Supporting Outside Your First Language!

Build your confidence in delivering support to global customers. In this course, customer service expert Myra Golden outlines how to be successful in supporting global customers confidently and efficiently–especially if your first language is not English. Learn how to recognize the role confidence plays in supporting cross-cultural customers, and practice elevating your confidence by exploring any personal obstacles you may experience. Myra also shares proven techniques for creating rapport and connection with all of your customers. Finally, discover how to foster connection and avoid upsetting customers by empathetically addressing and acknowledging their concerns.

Empathy for Customer Service Professionals

Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Instructor Myra Golden shares three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. Learn about how to use empathy to your advantage with difficult customers. Plus, if genuine empathy is challenging, Myra shares a formula for conveying empathy even when it doesn't come naturally.

Creating Positive Conversations with Challenging Customers

What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues.

The Importance of Listening in Customer Service

Poor listening often leads to customer frustration. When a retail employee merely hears a customer—instead of actively listening to them—they're less able to determine precisely what that person needs. This course was designed to help you avoid these kinds of miscommunications. Join Myra Golden as she goes over how important listening is in retail sales, and how you can get even better at it with each interaction. Help your customers feel heard and understood by learning practical steps for better listening. Discover the elements of effective listening—including how to listen with the intent to understand instead of the intent to reply—as well as how to find upsell opportunities and create calm with an angry customer.