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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You Might Be Calming Customers the Wrong Way Apr 12, 2026

Why Conversation Control Is the Real De-escalation Apr 06, 2026

You Can Tell in Five Seconds If Training Actually Worked Mar 23, 2026

AI Is About to Make Customer Service Calls Harder, Not Easier Mar 14, 2026

When Good Calls Go Bad: The 3 Hidden Reasons Customers Escalate Beyond Anger Mar 09, 2026

When Sorry Isn't Strategic: The 3-Step Method That Builds Empathy Without Losing Control Feb 26, 2026

When AI Is Polite But Customers Still Escalate: The Missing Structure That Changes Everything Feb 17, 2026

When Fight-or-Flight Kicks In: How to Calm Customers Before They Know They Need It Feb 09, 2026

Why Some Conversations Never Spiral—Even When the Stakes Are Crushing Feb 04, 2026

From Reasonable to Raging: Why Call Structure Prevents Escalations Before They Start Jan 26, 2026

When You're About to Snap: How Leaders Use the 3R Method to Stay in Control Jan 16, 2026

When Customers Won't Accept No: The Priming Technique That Cuts Call Time by 75% Jan 11, 2026

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