Customer Service & De-escalation Help from Myra Golden

For twenty-five years I have watched the same scene on every contact center floor I have worked. A rep takes the hard call. She absorbs the frustration, steadies her voice, finds the policy, and earns back a customer the company nearly lost. Then the line clears, and her reward begins. The notes. Th...

Last October, my daughter was laid off, and the company named AI as the reason. I wrote about her last week, about the months of applications that went nowhere and the federal case that finally said her suspicions deserved to be heard.

I left my mammogram appointment today the way I leave it every year, a little amazed at how easy they made it. Same clinic, same yearly visit, and every time the morning runs like it was designed by someone who thought about me before I arrived. Because it was. What looks like a smooth hour is actua...

Most customer service training prepares you for anger. Almost none of it prepares you for tears. Everything changes the moment a customer stops shouting and starts crying. The script you were trained on goes quiet, and human biology takes the wheel. This is where empathetic de-escalation lives, in ...