Customer Service & De-escalation Help from Myra Golden

You can hear it coming. The customer's sentences get shorter. The volume climbs. Then comes the line every frontline professional knows by heart: "This is ridiculous. Let me talk to your manager." That moment, the moment the conversation turns, is what this guide is about.

Last month I was in Montreal, installing my 3R Conversation Control System™ for a client's frontline team, when a contact center representative said something that stopped me mid-slide.

“I miss the password resets.”

By the time the call reached a human being, the customer had already typed "representative" five times. She had repeated her account number to a bot, a phone tree, and a chat window that kept offering her a link to the page she was calling about. She had spent her patience before anyone said hello. The agen...

This morning, while my AI Chief of Staff cleared my inbox, I tried to break my own website.

Not the code. The experience. And before lunch, that same Chief of Staff had the fixes live.

I went to MyraGolden.com and walked through it as a stranger. First as a student enrolled in one of my digital courses, stuck on a lesson and looking for help. Then as an event pl...