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

Weekly articles, usually with videos

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

Browse articles below.

Sign up right now, and I’ll email you when I write new articles.

Validate, Don't Absorb: Empathetic De-escalation for Resilient Service Pros customer service de-escalation how to handle difficult customers mental health in contact centers
Defusing "I Want a Supervisor": The 3-Step Solution for Customer Calm customer service de-escalation how to handle difficult customers
From Rage to Resolution: The 3-Step Snatch and Flip for Customer Calm call control customer service de-escalation how to handle difficult customers
From Rage to Rapport: The 3-Step Chain for De-escalating Tense Calls call center de-escalation customer service de-escalation how to handle difficult customers
Closing Tough Calls with Finesse: 5 Psychological Secrets to Try Today customer service de-escalation how to handle difficult customers
 
"Move the Bed": The Genius Hack to Calm Angry Customers complaint handling customer service de-escalation how to handle difficult customers
 
National Customer Service Week Day 5! celebrating national customer service week how to handle difficult customers phrases for handling difficult customers
Stop Being a Doormat: 4 Phrases to Eliminate Pushback from Demanding Customers how to handle difficult customers phrases for handling difficult customers
4 Customer Baiting Tactics (and How to Outsmart Them) customer service de-escalation how to handle difficult customers
 
Revealed: Top Secrets for Gracefully Ending Impossible Customer Requests call center de-escalation customer service de-escalation how to handle difficult customers live chat best practices
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

1 2 3

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 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 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 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