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...

I'm in San Diego this week to facilitate a workshop on de-escalation for customer service for Liberty Military Housing at Your Service Call Center. My de-escalation training has evolved into an inspirational focus on building confidence and assertiveness to make your word the final answer.

Stories,...

I got bad news from a company, and it was delivered over email. I’m going to share with you the actual email I received, but I’ll leave out any identifying information.

The subject of the email read “Reward Points Denied.”

Dear Myra,

I regret to inform you that your request for Reward point...

On a morning walk with my good friend, I mentioned that I wanted to put in wood flooring. My friend told me that her friend recently had a contractor install wood floors in her home and that she was happy with the job.

I visited this person's home and was impressed with the flooring. Three month...

Welcome to this exploration of customer service culture. When we talk about customer service culture, we're referring to a company-wide ethos that prioritizes the needs and expectations of customers at every turn. This isn't about one department or a few dedicated individuals; it's about infusing th...

Working in customer service, especially in a live chat environment, you will encounter angry customers. These interactions can be challenging and emotionally draining. However, it's essential to remember that customers' anger does not reflect your worth; instead, it's a signal that something in thei...