Myra Golden Media

DECEMBER 17, 2018

I want to talk to you about why your employees can’t seem to de-escalate intense interactions. Three Reasons Your Employees Can’t De-escalate. In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. If You Push a Customer, They’ll Push Back.

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Start-ups Customer Service 109

Myra Golden Media

DECEMBER 15, 2020

Last week I told you about De-escalation Academy, and immediately I got a ton of questions. To get your modules all at once, select “Immediate Access De-escalation Academy” from the tab “Learn with Myra.” My De-escalation Academy students get the same content I share in my live digital workshops.

Customer Experience 71

Customer Experience 71

Myra Golden Media

JUNE 28, 2021

If you need more help getting angry customers to back down, send your team to my online De-escalation Academy. Disarming demanding customers takes psychology, and I break it down for your team right here.

Customer Experience 118

Customer Experience 118

Myra Golden Media

JANUARY 23, 2019

The most critical part of mirroring to de-escalate is to merely repeat back the last three words (or the critical one to three words) your customer mouthed, and put a question mark in your voice. This is precisely what you need to do to ensure de-escalation. There are only three things you have to remember to do with mirroring.

Customer Service 126

Customer Service 126

Myra Golden Media

JUNE 23, 2020

.” As a certified Master Crisis Prevention and De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. ” I’ll send you a link to my Linkedin Learning De-escalation courses for free.

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Contact Center Customer Service Customer Experience 104

Myra Golden Media

DECEMBER 8, 2020

In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively.

Customer Experience 54

Customer Experience 54

ClearAction

OCTOBER 19, 2019

Lorsqu’on ne trouve plus les mots pour exprimer sa tristesse et son deuil, il est d’usage de se tourner vers les fleurs, avec leurs couleurs et leurs significations si puissantes. Chaque type de fleur permet de faire passer un message précis, que vous soyez de la famille du défunt, l’un de ses proches ou une simple connaissance.

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Lumoa

SEPTEMBER 1, 2022

To analyze and bring answers to how to collect feedback that drives powerful results, we interviewed Christian Lelo de Larrea Gaudiano , Customer Engagement Manager of giosg, to tell us about their practices.

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Net Promoter Score Artificial Intelligence NPS Customer Satisfaction 83

Myra Golden Media

JULY 31, 2019

How to Handle Difficult Customers (with a focus on de-escalation). Sample Module from How to Handle Difficult Customers: Do These Three Things to Immediately De-escalate. The particular course that was pivotal to these calls was your “How to De-escalate” section.”. Training Length: 30 minutes, with knowledge checks.

Social Media 66

Social Media Start-ups Customer Service Customer Experience 66

Myra Golden Media

FEBRUARY 15, 2019

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar. Continue the conversation with me?

Gaming 105

Gaming Customer Service 105

Myra Golden Media

MAY 2, 2022

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A.

Customer Experience 62

Customer Experience 62

Adrian Swinscoe

JUNE 12, 2023

This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […] The post Why customers’ digital experience is key to your company’s survival and success first appeared on Adrian Swinscoe.

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Myra Golden Media

FEBRUARY 4, 2019

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar. Continue the conversation with me?

Customer Service 101

Customer Service Customer Experience 101

Myra Golden Media

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here.

Customer Service 116

Customer Service Customer Experience 116

Myra Golden Media

APRIL 29, 2019

Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve. Explain: Here’s what we know.

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Myra Golden Media

JANUARY 8, 2020

Let Me Help You De-escalate. If you find that you need more help with de-escalation, consider my online De-escalation training , which I’ve made available on LinkedIn Learning. Change up your message to use positive words and to swiftly move on to a solution, and you’ll keep customer emotions in a good place.

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Myra Golden Media

NOVEMBER 20, 2019

with a focus on de-escalation). 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. The particular course that was pivotal to these calls was your “How to De-escalate” section.”

Social Media 74

Social Media Start-ups Customer Service 74

Myra Golden Media

MAY 24, 2018

In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. My de-escalation steps are Respond, Reframe, and Resolve. Step 1: Respond.

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Construction Social Media 78

Myra Golden Media

FEBRUARY 23, 2018

The thing is, with de-escalation you have to take action in the present to move toward a calmer state, and toward a solution. De-escalation requires you do three things. So, the first thing you need to do with de-escalation is create calm. Create Calm. My employee did the opposite of creating peace.

Start-ups 75

Start-ups Customer Service 75

Myra Golden Media

JULY 3, 2020

As a certified Master De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. Learn more or schedule time to talk to me about your objectives.

Customer Experience 48

Customer Experience 48

Myra Golden Media

DECEMBER 9, 2020

I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! Get your team enrolled in the next De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice!

Customer Experience 71

Customer Experience 71

Myra Golden Media

MAY 29, 2019

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting. And, I’ll show you how to use Verbal Aikido to get most any angry customer to back down.

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Myra Golden Media

MARCH 18, 2020

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. Today I call the approach the 3R De-escalation Method. Turns out, my 3R Model is the perfect approach to de-escalating intense interactions.

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E-commerce Social Media Retail Start-ups 62

Myra Golden Media

MARCH 25, 2019

Here are three more tips for de-escalating. Get my full de-escalation training in an online video and position your team to pre-empt escalations, create calm, and maintain control of conversations with challenging customers.

Customer Service 66

Customer Service 66

Myra Golden Media

AUGUST 1, 2017

Using the topic-grab approach, I successfully de-escalated my customer’s anger and rambling, and I regained control of the conversation! Use the topic-grab approach the next time you need to de-escalate a situation with a rambling or angry customer. I realize this must be terribly frustrating for you.

Customer Experience 83

Customer Experience 83

Myra Golden Media

APRIL 7, 2020

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. Visually, it’s like this.

Customer Experience 71

Customer Experience Customer Service 71

Customer Bliss

APRIL 27, 2018

Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. Now I want you to ask yourself, what de-cluttering actions to do you see your organization taking right away? By this point, you have no idea what it really contains. How can we toss the old to make room for the new?

Social Media 72

Social Media Start-ups NPS Customer Satisfaction 72

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. ” Learners in my De-escalation Academy ask this question a lot. If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy. Myra Golden. The New York Times said that. Enroll anytime. .

Customer Service 133

Customer Service Customer Experience 133

Customer Think

JULY 5, 2023

But using the wrong data (or the right data in the wrong way) can lead to ineffective and costly de. Image Source: Wikipedia Data has become the lifeblood of modern marketing. It now touches almost every aspect of the marketing function.

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B2B 111

Myra Golden Media

JANUARY 5, 2021

Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

Customer Experience 133

Customer Experience 133

Adrian Swinscoe

DECEMBER 13, 2021

The post Introducing Punk XL Part Two – Interview with Karen, Sandra De Z, Richard, Sandra T and Ari first appeared on Adrian Swinscoe. Today’s podcast interview, like last week’s, is different. Last week I shared the first part of a two-part conversation about a new book project: Punk XL, […].

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Myra Golden Media

JANUARY 12, 2022

My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer. For more help de-escalating, check out my De-escalation Academy.

Customer Experience 106

Customer Experience 106

Myra Golden Media

DECEMBER 15, 2021

For help de-escalating with customers, check out my De-escalation Academy. This Lesson is from my De-escalation Academy. Check out my De-escalation Academy here. Research at Harvard showed us the power of the word “Because.”

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Compliance Customer Experience 125

Myra Golden Media

SEPTEMBER 17, 2021

Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices. Need more help de-escalating? Check out my De-escalation Academy. A workshop I’m facilitating in Tulsa in a few weeks is now online. Enforcing mask requirements.

Customer Experience 131

Customer Experience 131

Myra Golden Media

JANUARY 20, 2021

I apply psychological principles to all my work in de-escalation and call control. In last week’s super-fantastic 4-day De-escalation Academy , I taught my students how to use psychology to get angry customers to back down and accept their word as final.

Customer Service 127

Customer Service Customer Experience 127

Myra Golden Media

MARCH 22, 2023

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. And now, I, the Customer Service & De-escalation Expert, had to own my mistake and put my 3R De-escalation Method into practice. But I know one thing for sure: De-escalation is not easy.

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Start-ups Customer Service Customer Experience 62

Fonolo

JANUARY 17, 2018

Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right?

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Artificial Intelligence Contact Center Social Media Education 125