Training Topics | Myra Golden
Live Virtual Training · Built Around Your Team

Explore the curriculum. Then build the program your team actually needs.

Myra Golden personalizes any of her sought-after courses into a focused two to two-and-a-half-hour live digital workshop, shaped around your team's specific objectives. Below, explore an overview of every course in her library, then blend the topics into one tailored program.

Confidence in Every Conversation.

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Myra Golden, customer experience and de-escalation trainer
20+ years training corporate CX teams Fortune 500 contact centers & L&D LinkedIn Learning instructor The 3R Conversation Control Method™
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A clear overview of every training topic.

Every topic below is a course Myra has produced and refined. Read the overview, see what your team will be able to do, and picture it in front of your group. Then we craft a tailored workshop by blending the topics that map to your exact goals.

Plan a Tailored Program
The Flagship

Myra Golden's 3R De-escalation Method™

Myra will tailor her De-escalation Academy into a focused workshop of two to two-and-a-half hours, shaped to align perfectly with your specific objectives. It is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down.

"The only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions, but how to get customers to accept their word as final."

The result: frontline teams who stay in control when the conversation gets hard.

Explore De-escalation Academy
What Your Team Will Be Able To Do
  • Redirect verbal aggression and regain control of the interaction
  • Bring down the temperature in tense conversations
  • Get customers to accept your word as final
The Training Library

Explore every module. Mix and match into one program.

Each module below is a course Myra has produced. Read the overview and what your team will be able to do, then tell us which topics to blend into your tailored live virtual workshop.

What Your Team Will Be Able To Do
  • Regulate the customer who is furious that AI wasted their time
  • Redirect with the 3W Redirect instead of making them start over
  • Resolve and close with the Two Doors method so the answer holds
01 AI-to-Human Handoff

The Human Handoff: De-escalating Customers After AI Fails

New for the AI era · 15 microlearning lessons built on the 3R Conversation Control Method™

Your customers now reach a person only after a bot has failed them, and they arrive frustrated, having repeated themselves to a machine. The Human Handoff prepares your team for that exact moment. Built on Myra's 3R Conversation Control Method™ — Regulate, Redirect, Resolve — it teaches frontline professionals what to do specifically when AI fails: defusing the anger the bot created with the Baby Chimp Effect™, taking the conversation over without making the customer start again, and guiding it to a resolution that holds. Every one of the fifteen microlearning lessons closes with a Practice Lab your team can run on a live call the same day.

Bring The Human Handoff to your team
What Your Team Will Be Able To Do
  • Build rapport fast with strong lead-in lines
  • Deliver disappointing news with empathy
  • Guide difficult chats to productive resolutions
02 Live Chat Support

Delivering an Exceptional Live Chat Experience

Drawn from Myra's course: Delivering Exceptional Live Chat Support — Drive Results and Loyalty

What's the best way to deliver truly exceptional live chat support? Myra prepares contact center agents to navigate the chat channel with professional aplomb — building rapport through friendly language, quickly diagnosing issues, delivering disappointing news with empathy, handling difficult customers, and guiding interactions to productive resolutions even when you can't give the customer what they want.

  • Create rapport with great lead-in sentences and clarify issues fast.
  • Keep customers updated while looking things up.
  • Handle difficult chats and move unresponsive customers forward.
Instantly improve your live chat experience
What Your Team Will Be Able To Do
  • Use a simple four-step approach to deliver bad news
  • Keep the customer relationship strong and intact
  • Handle concerns and objections with confidence
03 Difficult Messages

Delivering Bad News to a Customer

Drawn from Myra's course: Delivering Bad News to a Customer

Customer service is about providing the best experience — yet often a rep's hands are tied, and what the customer wants is not something the rep can deliver. This module gives your team a simple four-step approach for keeping the relationship strong and intact. Your people learn communication styles, methods, and approaches they can apply to delivering bad news, handling concerns, and more.

Prepare your team to deliver bad news
What Your Team Will Be Able To Do
  • Use limited response and close-ended questions to retake control
  • Shorten long, problematic calls
  • Keep customers feeling heard while staying efficient
04 Call Control

Customer Service: Call Control Strategies

Drawn from Myra's course: Customer Service — Call Control Strategies

Customer service calls can get out of control. Upset and over-talkative callers take time and energy away from other customers and tasks. Myra explains the reasons calls get out of hand and introduces simple strategies to get your team back in control: using a limited response, taking control with close-ended questions, asserting your way out of a bad conversation, and practicing proactive call management so customers still feel heard.

Bring call control to your team
What Your Team Will Be Able To Do
  • Establish a genuine connection in the first few seconds
  • Yield and pace to keep the conversation flowing
  • Build rapport in chat, email, and tough moments
05 Rapport

Building Rapport with Customers

Drawn from Myra's course: Building Rapport with Customers

Set your team up for success in every interaction by establishing a genuine, human connection in the first few seconds. Myra shares simple techniques that make customers feel respected, listened to, and at ease — yielding to customers, pacing their words and expressions, and building rapport in specific situations including chat, email, and moments when your team has to deliver bad news.

Bring rapport training to your team
What Your Team Will Be Able To Do
  • Support global customers with confidence
  • Create rapport and connection across cultures
  • Acknowledge concerns to avoid misunderstandings
06 Global Support

Delivering Support Across Languages

Drawn from Myra's course: Customer Service — How to Deliver Support Across Languages

Build your team's confidence in delivering support to global customers, especially when English is not their first language. Myra shows how to recognize the role confidence plays in supporting cross-cultural customers, how to elevate that confidence by working through personal obstacles, and how to create rapport, foster connection, and avoid upsetting customers by empathetically acknowledging their concerns.

Build confident global support
What Your Team Will Be Able To Do
  • Apply three keys to empathy in every interaction
  • Put customers at ease and reduce callbacks
  • Convey empathy even when it does not come naturally
07 Empathy

Empathy for Customer Service Professionals

Drawn from Myra's course: Empathy for Customer Service Professionals

Your team can answer questions accurately and resolve problems swiftly, yet the interaction can still end badly if the customer doesn't feel positive. Myra shares three keys to empathy in customer service and reveals how to use empathy to put customers at ease, reduce callbacks, and gain the advantage with difficult customers. And when genuine empathy is challenging, she shares a formula for conveying it even when it doesn't come naturally.

Start empathy training now
What Your Team Will Be Able To Do
  • Reframe negative situations with partnership language
  • Avoid the words and phrases that escalate
  • Apologize properly and recover billing issues
08 Reframing

Creating Positive Conversations with Challenging Customers

Drawn from Myra's course: Creating Positive Conversations with Challenging Customers

What does your team do when faced with a customer fuming over a delay, a cancellation, or a policy? Myra shares approaches to reframe those conversations and put a positive slant on an otherwise negative situation. Your people learn to use empathy and pacing to foster connection, the words and phrases to avoid, how to use partnership language so customers feel heard, and how to properly apologize — applied to real situations like billing issues.

Prevent conversations from escalating
What Your Team Will Be Able To Do
  • Listen to understand, not just to reply
  • Help customers feel heard and understood
  • Create calm with an angry customer
09 Listening

The Importance of Listening in Customer Service

Drawn from Myra's course: Retail Sales — The Importance of Listening

Poor listening leads to customer frustration. When an employee merely hears a customer instead of actively listening, they're less able to determine precisely what that person needs. Myra walks your team through how to listen with the intent to understand instead of the intent to reply, the elements of effective listening, how to find upsell opportunities, and how to create calm with an angry customer.

Prepare your team to listen at the highest level
Build Your Program

Myra's schedule fills quickly. If there's availability, let's bring this to your team.

Tell us your objectives, and Myra will blend the topics above into one tailored two to two-and-a-half-hour live virtual workshop — designed to be engaging, practical, and immediately applicable for your team.

Confidence in Every Conversation.