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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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When You're About to Snap: How Leaders Use the 3R Method to Stay in Control

Picture this: you're in the middle of a heated email exchange with a client. Your jaw's clenched, your fingers are hovering over the keyboard, and you're crafting a response that's going to set the record straight once and for all. Sound familiar? Here's what I've learned after teaching de-escalation to over 2 million customer service professionals - the moment you feel that ...


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When Customers Won't Accept No: The Priming Technique That Cuts Call Time by 75%

Picture this: you've just delivered the news a customer didn't want to hear. Maybe it's a policy they can't get around, a service you can't provide, or a fee they have to pay. You've explained everything clearly, but they're still on the line. And they keep asking the same questions, hoping for a different answer. Sound familiar?

This is one of the most frustrating sit...


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Why Good Service Backfires: The 4 Emotional Triggers Behind Customer Rage

Picture this: you're listening to a call where your team member is doing everything right. They're following the script, using the proper tone, and offering solutions. Yet somehow, the customer is getting angrier by the minute. Sound familiar? Here's what most leaders don't realize - when customers escalate despite good service, it's not a training problem. It's an emotional ...


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From Uncertain to Unshakeable: How Internal Control Prevents Call Escalations

Picture this: you're handling a customer call, and suddenly you feel that familiar knot in your stomach. The customer's tone has shifted, their questions are becoming repetitive, and you're thinking, "I really hope this doesn't escalate." Sound familiar? Here's what most people don't realize - that moment of internal uncertainty is exactly when escalations be...


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The Dignity Factor: Why Customers Escalate Even When You Give Them What They Want

The landscape of customer service has fundamentally shifted, and if you're still measuring success by how quickly problems get solved, you're missing the real reason calls escalate. After two decades of studying high-pressure conversations and interviewing thousands of frontline professionals, I can tell you this: escalations rarely happen because a problem wasn't fix...


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