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.

African American Contact Center Agent confidently wearing Bantu Knots
The Psychology of 'No': How to End Calls and Calls and Live Chat When You Can't Give Customers What They Want how to handle difficult customers live chat best practices
 
Don't Let Demanding Customers Push Your Buttons: The Q-TIP Method for Stress-Free Customer Service how to handle difficult customers linkedin learning
Transforming Customer Service: From Interrogations to Conversations - The Key to Bridging the Gap customer service call flow empathetic customer interactions friendly customer service telephone customer experience
Have You Visited My YouTube Channel Lately? customer servcie training telephone skills training
Building Confidence to De-escalate (Even if you're a conflict-avoider like me) customer service de-escalation how to deliver bad news
Delivering Exceptional Live Chat Support linkedin learning live chat best practices
7-Step Call Flow Strategy for Customer Service Calls call center telephone skills friendly customer service improving telephone skills smooth call transitions telephone customer experience telephone skills training
 
Elevate Your Customer Service By Speaking In Complete Sentences building rapport with customers call center telephone skills
 
20 Ways to Say "No" to a Customer Without Saying the Word "No"
 
20 Phrases to Set Boundaries with Difficult Customers call center de-escalation customer service de-escalation de-escalation
A montage blend of African American faces close up, both men and women with different shades and colors in skin tone. Melanin beauty.
7 Ways to Respond When a Customer Uses Microaggressions customer service de-escalation microaggressions
How to Write a Complaint Response Email to a Customer complaint handling how to apologize to a customer how to write a complaint response email to a customer
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

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 conflict resolution in the workplace 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 service training customer service training design 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 be coachable 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