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Customer Service & De-escalation Help from Myra Golden

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Customer Service & De-escalation Help from Myra Golden: De-escalation Training for Customer Service Professionals

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From Hostile to Heard: 4 Psychology Secrets That Actually Calm Angry Customers

The landscape of customer service has fundamentally shifted. While AI handles the straightforward stuff—password resets, shipping updates, basic policy questions—your team is left dealing with what technology can't touch: the emotionally charged, complex, deeply human conversations that require far more than traditional customer service training ever prepa...

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Emotional Regulation Isn’t Just for Customer Calls — It’s for the Holidays Too

This is the week when many of us step out of our routines. Some people travel.
Some host. (This year I'm hosting Thanksgiving for the first time in a long while.)
Some recharge.
Some brace themselves.

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How to Reduce Escalations and Long Handle Times in Customer Service

Every day, your customer service team faces emotional customers, long handle times, and stressful escalations. One frustrated caller can disrupt not only the customer experience, but also the emotional state of your employees for the rest of the day.

As leaders, we want our teams to stay calm, take control...

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The 10 Second Reset: Turning Angry Customers into Cooperative Partners

Picture this: an angry customer is on your phone, voice raised, cutting you off. Your heart starts racing, your shoulders tense up, and before you know it, you're matching their energy. Sound familiar? We've all been there, and it's not fun for anyone involved.

But what if I told you there's a simple technique that can completely change the t...

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When Logic Leaves the Building: Spotting Customer Limbic Hijack Before It's Too Late

Picture this: a customer calls in, voice shaking with frustration, speaking faster than usual, and you can practically feel the tension through the phone. Their logic has left the building, and you're face-to-face with what I call limbic hijack. This is the moment when a customer's emotional brain takes over, and suddenly, all your usual problem-solving techniques feel useles...

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