Customer Service & De-escalation Help from Myra Golden

The Golden Newsletter

One de‑escalation move you can use Monday morning.

Written by Myra, every week. Free. Leave any time.

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The Wrong Half of the Call: Why Contact Center AI Keeps Stalling and the Role That Fixes It Jul 10, 2026

Don't Fire Your Agents. Promote Them: The New Contact Center Where AI Takes the Calls and Your People Take Charge Jul 03, 2026

They Had Deodorant Waiting: A Masterclass in Removing Customer Effort Jun 29, 2026

How to Respond When a Customer Starts Crying Jun 29, 2026

10 anti-inflammatory phrases that calm an angry customer fast. Jun 17, 2026

AI Role-Play for De-escalation Training: Inside the 3R Lab Jun 13, 2026

Call enter De-escalation Techniques Jun 03, 2026

Preparing Your Customer Service Team for AI Agents: A CX Leader's Playbook Jun 03, 2026

How to De-escalate Angry Customers Over Chat, Phone, and Email: 7 Copy-Paste AI Prompts Jun 03, 2026

27 phrases to calm an angry customer in live chat Jun 02, 2026

The Job Title That Tells You Where Customer Service Is Going May 30, 2026

Stop Apologizing to Your Customers. Say This Instead. May 14, 2026

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