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The Golden Newsletter

One de‑escalation move you can use Monday morning.

Written by Myra, every week. Free. Leave any time.

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Peak Season Customer Service: What to Say When Patience Runs Out Oct 18, 2026
Customer Service in the Age of AI: Read the Customer First Sep 08, 2026
Empathy Statements for Customer Service: 40 Examples Aug 31, 2026
How to Deal with Angry Customers: Exactly What to Say | Myra Golden Aug 24, 2026
De-escalation Techniques: The Definitive Guide | Myra Golden Aug 18, 2026
 
An Agent Told Me, "I Miss the Password Resets." She Named the Biggest Unmeasured Cost of AI in 2026. Aug 10, 2026
The Only Calls Left Are the Hard Ones Jul 28, 2026
The Wrong Half of the Call: Why Contact Center AI Keeps Stalling and the Role That Fixes It Jul 10, 2026
Don't Fire Your Agents. Promote Them: The New Contact Center Where AI Takes the Calls and Your People Take Charge Jul 03, 2026
They Had Deodorant Waiting: A Masterclass in Removing Customer Effort Jun 29, 2026
How to Respond When a Customer Starts Crying Jun 29, 2026
How to De-escalate Angry Customers Over Chat, Phone, and Email: 7 Copy-Paste AI Prompts Jun 03, 2026

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