As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right out of my De-escalation Training.

One. Coach Your Team to Acknowledge Customer Concern

When staff acknowledges how hard thi...

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know, Here’s what we’ve done, Here’s what’s next Grab the worksheet I mention right here.

Note: I caught the typo, too late; that...

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on:

The customer doesn’t trust you
The customer fears something
The customer sees you as a threat to getting what they want

Watch my video to get two powerful techniques you can use to preempt an esc...

As a former Kmart associate and call center manager, I have encountered my fair share of difficult customers. From angry phone calls to in-person interactions, it can be challenging to de-escalate a situation and provide a positive customer experience. However, it is crucial to understand the import...

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q&A:

"I have a question for Ms. Myra Golden. "How would we be able to handle a situation when we know or suspect that customers are experiencing mental illness?"

Learners in my De-esc...

When you want to end a circular conversation with an upset customer, I want you to say:

"We realize this is frustrating for you." {Then explain why you can't honor the request and offer the next steps.}

Example: "We realize this is frustrating for you, and I'd like to explain. Not only is...

As a customer service representative, dealing with difficult customers is an inevitable part of the job. Whether it's an angry customer, a frustrated client, or a dissatisfied customer, it's essential to have the necessary skills and strategies to handle these situations effectively. In this article...