Some of you know my undergrad degree is in Psychology. I taught college psych for several years before jumping into the customer service space.
I apply psychological principles to all my work in de-escalation and call control.Ā
In last weekā€™s super-fantastic 4-dayĀ De-escalationĀ Academy, I taug
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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. Yet it is crucial to understand the importa
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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...
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When you want to end a circular conversation with an upset customer, I want you to say:
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"We realize this is frustrating for you." {Then explain why you can't honor the request and offer the next steps.}
Example:Ā "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...
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