Customer service representatives often encounter challenging and confrontational customer behaviors. Among these, baiting behaviors stand out as particularly challenging. In these situations, customers try to provoke, frustrate, or elicit negative reactions from you. If you want to avoid getting suc...

"It's not what you say. It's how you say it."

You've probably heard this before. It's from the Mehrabian study, which says

• 7% of meaning in the words that are spoken.
• 38% of the meaning is through the person's vocal tone.
• 55% of meaning is in facial expression.

Well, I'm contradicting...

Ending a live chat with a customer, especially when you can't fulfill their request, requires tact, empathy, and clear communication. Here's a structured approach to handle such situations:

Express Empathy

Start by expressing understanding and empathy towards their situation. This helps in maki...

This image is from my LinkedIn Learning course, Creating Positive Conversations with Challenging Customers. 

Use partnership language with customers from Creating Positive Conversations with Challenging Customers by Myra Golden

Handling difficult customers is an inevitable part of the ...

Angry, desperate, and afraid customers are stuck in the right emotional brain. In the right brain, people are in their feelings, filtering everything through their emotions. When customers are angry, they can't access their logical left brain to calm down and listen to you. They simply don't have th...

The Problem

Telling a person to calm down never works. If your partner told you to calm down, would you? Exactly. That doesn't work with your customers, either.

To tell someone to calm down is to invite conflict. It's like you're pushing your customer into a corner or a seat. As humans, it is o...

Introduction to Empathy in Customer Service

In today's fast-paced and competitive business environment, a critical determinant of success is how well a company can connect with its customers. One key factor that's often overlooked yet plays a pivotal role in this is empathy for customer service. Bu...

Customer Support Professionals Who Rarely Escalate Calls to Their Supervisors Often Use 7 Phrases (without realizing it). 

When I prepare for my customized customer service and de-escalation workshops, I listen to a sample of phone calls. I specifically ask for calls from the best customer support ...

Has your boss told you you're not friendly enough, that you lack a sense of warmth with customers? If so, what your supervisor is telling you is that you need to get better at showing empathy.

Watch my short video to discover the two easy things you can do to up your empathy game!

 For more ...

This clip is from a customized video training for a fabulous client. To learn how to work with me for a custom 30-minute video training project, visit me here!

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer serv...

I recently listened to a sample of recorded calls for a client. I do this a lot before delivering workshops for companies so I can see how employees handle customer calls. 

When I listened to these calls, I heard lots of interruptions. The employees should have let customers finish their sentenc...