Training
De-escalation Academy Myra Golden's Customer Service Master Class Coaching School In-Person Training Virtual Training 30-Minute Customized Video Course Training Topics LMS Integration Course Login Myra's LinkedIn Learning Courses
Articles About Training Topics Blog Post Sign-up Student Login YouTube

 

Handle Hard Calls Like a Pro—Without Losing Your Cool

Join the 120,000+ weekly readers who trust this blog to help them lead with calm, clarity, and confidence.

With over 2 million customer service professionals trained, I bring you psychology-backed strategies for de-escalation, empathy, boundary-setting, and call control—all grounded in real-world call center experience.

✔️ Backed by neuroscience
✔️ Packed with phrases that work
✔️ Built for busy frontline teams and their leaders

Whether you're leading calls or coaching a team, you'll find practical tools to turn tension into resolution—without burnout.

👉 Start with the latest posts below—or grab a free resource while you’re here.

Get My Best De-escalation Scripts, Tools & Tactics—Straight to Your Inbox

Join 120,000+ weekly readers and be the first to get psychology-backed articles that help you handle tough customers with calm, control, and confidence.

 
National Customer Service Week Kick-off (30-Day Self-Care Challenge!) celebrating national customer service week mental health in contact centers
Don't Let Tough Calls Drain You: 7 Recharge Rituals for Customer Heroes celebrating national customer service week mental health in contact centers
Balanced Minds, Brilliant Service: 5 Courses to Empower Your Customer Care celebrating national customer service week linkedin learning
From Stressed to Refreshed: 10 At-Desk Mindfulness Hacks celebrating national customer service week mental health in contact centers
From Frazzled to Focused: Guided Meditations for Bouncing Back After Tough Calls celebrating national customer service week mental health in contact centers
10 Mood-Boosting Activities for Customer Service Week celebrating national customer service week mental health in contact centers
Balanced Minds, Bright Service: The Key to Customer Delight celebrating national customer service week supporting customers who are experiencing mental illness
5 Phrases That Work Better Than, "Ma'am, I need you to calm down." customer service de-escalation phrases for handling difficult customers
Stop Being a Doormat: 4 Phrases to Eliminate Pushback from Demanding Customers how to handle difficult customers phrases for handling difficult customers
4 Customer Baiting Tactics (and How to Outsmart Them) customer service de-escalation how to handle difficult customers
Get Your AHT Down Fast: 5 Proven Tactics for Calm, Productive Customer Interactions call control customer service de-escalation
 
Revealed: Top Secrets for Gracefully Ending Impossible Customer Requests call center de-escalation customer service de-escalation how to handle difficult customers live chat best practices
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17

Categories

All Categories #customerexperience #cxleadership #cxsurveys #cxtrends #feedbackculture #surveymonkey #voiceofthecustomer 30-minute customized video training acw after-call-work aht ai in contact centers behind the workshop brain breaks building rapport with customers call center de-escalation call center management call center telephone skills call center training call control celebrating national customer service week chat customer service best practices complaint handling contact center contact center ai contact center coaching contact center efficiency contact center management contact center trends 2023 creating a customer service culture creating customer personas cross-cultural communication skills customer experience customer servcie training customer service call flow customer service cheat sheets customer service de-escalation customer service emotional intelligence customer service soft skills customer support across languages cx de-escalation de-escalation for customer service de-escalation training email best practices empathetic customer interactions empathy for customer service enforcing a mask mandate friendly customer service from peer to boss global customer service how to deliver bad news how to apologize to a customer how to handle difficult customers how to say no to a customer how to talk to customers how to write a complaint response email to a customer improving telephone skills linkedin learning live chat best practices management training mental health in contact centers microaggressions national customer service week nps phrases for handling difficult customers q & a retail customer service smooth call transitions soft skills training supporting customers who are experiencing mental illness telephone customer experience telephone skills training top 5 customer service trends 2025 user personas verbal aikido virtual customer service training virtual de-escalation training