Myra Golden Seminars

08/22/2024

I bought three security cameras from a retailer for my mother, and two weeks after my purchase, the items went on sale. The retailer explained that they don't make price adjustments when items go on sale but that I could return them and repurchase them at a lower price.

My husband had already installed the cameras for my mother, and I was not going to take them down, return them, or repurchase them. So, I wanted a price adjustment. I, like some of your challenging customers, pushed back. The agent told me over chat, "The most I'm allowed to authorize is a $50 credit."

This statement, "the most I'm allowed to offer," is what I call The "Most I'm Allowed" Ceiling.

Stating the upper limit of your authority might seem transparent, but it can work against you.

The Problem: Phrases like "The most I'm allowed to authorize is $50" immediately make customers wonder who can authorize more.

In my case, I immediately asked for a supervisor. After a little back-and-forth, I got the credit I sought without sending the items back.

I want to save you time and frustration, help you enforce your policy, and get your customers to accept your word as final.

Here's what you do:

The Solution: Be firm and final in your offer:

"We can offer [specific solution], and that's the best we can do in this situation."

When you make this firm statement, use your assertive voice. In this voice, you say what you mean, mean what you say, without being mean when you say it.

This approach leaves no room for negotiation while still providing a concrete solution.

Try this out, and come back and let me know how it works for you!

08/21/2024

What's your biggest challenge in getting customers to accept your word as final?

a) Lack of confidence
b) Limited authority/empowerment
c) The customer's expectations can't be met (policy, regulation, etc.), and they still aren't happy.

08/20/2024

Ever catch yourself saying "I don't think I can" to a customer? 🙈 It's a common phrase, but it's actually setting you up for a tough conversation!

Here's why: Passive language like this invites customers to push back or seek a higher authority. It makes you sound unsure, lacking confidence in your own abilities or authority.

So what's the fix? 🔧

Transform that passive phrasing into an assertive statement. Instead of "I don't think I can," try:

"We're unable to [specific action] until [specific condition is met]."

For example:
"We're unable to reinstate any license until all fees and penalties have been paid."

See the difference? 💡

This assertive phrasing:

1. Shows confidence in your position
2. Clearly states the situation
3. Doesn't leave room for negotiation

By using more assertive language, you're far more likely to have customers accept your word as final. They'll be less inclined to ask for a supervisor or push for exceptions.

Remember, it's not about being harsh - it's about being clear and confident in your role and the policies you're upholding.

What phrases do you use that might be too passive? Can you think of ways to rephrase them more assertively? Share your thoughts below! 👇

08/16/2024

Ever feel like you're walking on eggshells with difficult customers? You're not alone. Many customer service professionals struggle with handling confrontational behavior.

In my years of experience, I've seen it all—loaded questions, personal attacks, exaggerations, and threats. These "bait tactics" can throw even the most seasoned pros off their game.

But what if you had a foolproof strategy to stay calm, regain control, and guide the conversation back on track?

In my latest video, I break down four common baiting behaviors and give you step-by-step strategies to handle each one like a pro. You'll learn:

-How to respond to aggressive questioning without getting pulled into an argument
-A powerful technique to redirect personal insults and stay focused on solutions
-Ways to objectively assess exaggerated claims and provide clear next steps
-A three-step approach to confidently address threats of negative reviews

Check out my video, "When Customers Use the Bait Tactic, Here's What You Do" https://buff.ly/4dxbaW1

Don't let difficult customers derail your day or your metrics. With these strategies, you'll be able to lower the temperature, stay professional, and guide any interaction to a positive resolution.

Ready to level up your de-escalation skills? Check out my LinkedIn Learning Course, De-escalating Conversations for Customer Service. I've made it free for you: https://buff.ly/4dxgusC

When Customers Are Trying to Bait You, They Display These Four Behaviors

08/15/2024

Dealing with difficult customers who use profanity or make racist remarks requires clear and assertive communication. Here are 20 professional phrases I share in my de-escalation workshops to help you set boundaries effectively:



"I must insist on respectful communication during our interaction."
"I cannot continue this conversation if disrespectful language is used."
"I'm dedicated to helping, but I require respectful dialogue."
"Let's focus on resolving the issue without using offensive language."
"I'm committed to assisting you, but I won't tolerate disrespectful behavior."
"I understand your frustration, but I cannot engage when offensive remarks are made."
"I'm here to help, but I cannot accept discriminatory language."
"I must ask that we communicate professionally and respectfully."
"I value your input, but I need you to communicate without using offensive words."
"I take all customer concerns seriously, but I require respectful interaction."
"I'm dedicated to finding a solution, but I cannot tolerate disrespectful conduct."
"Let's work together to address the issue respectfully and professionally."
"I'm committed to assisting you, provided our communication remains respectful."
"I understand your frustration, but I cannot tolerate derogatory language."
"I'm here to help, but I need you to communicate respectfully for us to proceed."
"I'm committed to resolving this, but I cannot engage in disrespectful dialogue."
"I cannot continue this conversation if offensive language is used."
"I'm dedicated to assisting but require respectful communication."
"I value your business but insist on respectful and professional interaction."
"I'm here to help but cannot engage with discriminatory language or behavior."

These phrases assert your commitment to assisting the customer while firmly setting boundaries against the use of profanity or racist remarks.

08/14/2024

Ever feel like some customers are trying to push your buttons? 😤 You're not imagining it - it's called baiting, and it's a real tactic some folks use to get under your skin.

But don't worry, I've got your back! Here's how to recognize and handle four common baiting behaviors:

The Rapid-Fire Questioner 🎯
They'll bombard you with aggressive questions, hoping to throw you off balance.

Your move: Stay cool as a cucumber. Respond calmly with facts, and if they interrupt, just pause and continue. "Here's what we know, here's what we've done, and here's what's next."

The Personal Attacker 🗡️ They might insult your accent, race, or age to provoke you.

Your move: Don't take it personally (easier said than done, I know!). Redirect the conversation back to the issue at hand. "I appreciate your feedback. How can I assist you today?"

The Drama Queen 👑They'll exaggerate the problem to pressure you.

Your move: Acknowledge their feelings, but stay objective. Offer step-by-step solutions to address their concerns.

The Threatener 😠 They'll threaten negative reviews or public escalation.

Your move: Show you understand their frustration, but don't get rattled. Focus on resolving the issue, not on their threats.

Remember, the key is to stay professional, empathetic, and solution-focused. Be assertive without being mean - say what you mean, mean what you say.

Have you dealt with any of these baiting tactics? How did you handle it? Share your experiences below!

08/09/2024

Are you struggling to get your AHT (Average Handle Time) down on customer calls? I feel you - it's a common challenge many service professionals face.

But what if I told you there are five psychological principles you can leverage to regain control, guide customers smoothly, and shave precious seconds off those call times?

In my new LinkedIn Learning course, I reveal tactical tips like:

-How to "link the communication chain" and keep customers from spiraling into emotional venting

-The "double Dutch" method for jumping into the conversation at just the right moment (not too soon, not too late)

-Signposting techniques to help customers help you by prepping them for next steps

-Foolproof way to recap and answer all remaining questions before they're even asked

And the secret to "walking" customers to a seamless closing

Don't continue struggling with long, draining calls that kill your metrics. Learn insider strategies to take back control in a calm, professional manner.

I've dropped the course link below. Who's ready to finally get their AHT down fast?

Course link: https://buff.ly/3ygo249

08/08/2024

Last year, I facilitated a couple of call control and de-escalation training sessions for Tacoma Public Utilities. After the training, the senior manager of customer services told me one of the team leads had been able to de-escalate EVERY call since then! See, that's what I'm talking about! The goal is for you to be confident and easily guide every interaction—even the most complex conversations—to closure.

Imagine achieving transformational results like those at Tacoma Public Utilities. You can get these results through my training programs, too. Check out two of my most popular courses:

Call Control: https://buff.ly/3ygo249

De-escalation Training for Customer Service: https://buff.ly/4dp3WnH

LinkedIn Learning login page

08/07/2024

You ever get that sinking feeling when a customer won't stop venting, and you just can't get a word in edgewise? 😩 We've all been there - struggling to regain control of those heated calls.

But here's a powerful tip straight from the customer service trenches: Link the communication chain.

When customers are fired up, they've slipped into the emotional right side of their brain. And the more you try to interject logically, the more that chain breaks - leading to nonstop ranting and zero progress.

To prevent that endless venting loop, you've got to validate their feelings first with a simple phrase like:

"I realize this is frustrating for you." "I can see your point." "We want to get to the bottom of this as much as you do."

With that one empathetic sentence, you're re-establishing that vital communication link. You're showing the customer "I hear you" before guiding them to a resolution.

It's such a game-changer! That small validation puts them at ease, pulling them back from pure emotion into a mindset where they'll actually listen.

From there, you can seamlessly steer the call using tactics like signposting ("In a moment, I'll need your claim number") and recapping next steps. But none of that works until you've first linked that communication chain.

The next time an irate customer has you feeling flustered, don't get frazzled. Just link that chain with a dash of empathy - you'll instantly regain control of the conversation.

I've made it a habit, and let me tell you - it's saved me more times than I can count! Give it a shot on your next heated call and let me know if it helps diffuse those tense moments. Sometimes the simplest solutions are pure magic.🪄

08/06/2024

1. When dealing with frustrated customers, which approach resonates most?

a) Validating their feelings
b) Offering transparent solutions
c) Recapping next steps clearly
d) Something else (please share your strategy in the comments)

08/02/2024

Are challenging customer interactions leaving you feeling frazzled and unsure of how to proceed? Don't worry, I've got your back!

In my latest LinkedIn Learning course, "Delivering Excellent Chat Experiences," I share a game-changing three-step framework that'll help you confidently navigate even the trickiest situations.

You know those moments when you simply can't give the customer what they want? With my approach, you'll learn how to acknowledge limitations with empathy, present alternatives enthusiastically, and guide the conversation to a smooth closure.

No more endless back-and-forth or escalations to supervisors. You'll be equipped to handle it all with grace and professionalism.

And get this - I'm making the entire course FREE for you! That's right, all the insider tips and tricks at your fingertips, no strings attached.

Don't miss out on this opportunity to level up your customer service game. Click the link below to access the course and start delivering truly exceptional chat experiences.

Your customers (and your stress levels) will thank you!

: Check out my LinkedIn Learning Course, Delivering Excellent Chat Experiences. I've made it free for you. https://buff.ly/4fe93bo

08/01/2024

I had to say no to a high-profile organization. You would know the multi-billion dollar organization if I named them. The terms of our agreement kept changing, and I lost trust in the would-be client.

After meeting with my team, the decision was clear: Options for me were limited, and the only reasonable response was 'no." So, I reached out to the organization and explained:

"I'm a fan of ____ and would have loved to reveal my psychologically backed 3R De-escalation Method as a framework your leaders could pass on to their staff and contractors to prepare them to preempt escalations and build, strengthen, and repair relationships with your customers.

Due to the constant changes in our agreement, I respectfully decline the invitation to speak at your conference.

I hope your conference is a complete success. While I'm unable to participate this time, I look forward to the opportunity to work together in the future when you have the budget."


Let's face it: if we could always say "yes" to our customers, our jobs would be a breeze. But that's not the reality we live in. Sometimes, we have to give bad news, explain that there's no immediate solution, or can't meet a customer's expectations. So, how do we navigate these complex situations without causing frustration or escalation?

Here's a practical resource for you: my Survival Guide for When You Can't Give Customers What They Want.

{Video}: 7 Phrases Customer Service Agents with Astute De-escalation Skills Use Everyday: https://buff.ly/3WpR49z

{Article}: The Psychology of 'No': How to End Live Chat When You Can't Give Customers What They Want: https://buff.ly/3WnvUsD

{Course} De-escalation for Customer Service: https://buff.ly/3A91PVY

07/31/2024

Dealing with demanding customers who want the impossible can feel like an uphill slog, can't it? But I've got a simple 3-step framework that'll help you defuse those tense situations and keep your cool.

We've all been there - the customer insists on that refund or discount you just can't provide. Instead of getting flustered, try this:

Step 1: Acknowledge the limitation and express regret. A simple "I know this isn't what you wanted, and I'm sorry for the inconvenience" goes a long way in validating their feelings.

Step 2: Enthusiastically explain what you CAN offer, even if it's not the ideal solution. "I've applied a $20 credit toward your next order. While not perfect, I hope this shows our commitment to your satisfaction."

Step 3: Gently guide them to the next steps. Restate the limitation, reiterate any options, and suggest actions like signing up for emails about future promotions.

With this framework, you're lowering the temperature while still showing empathy. The customer may not get their way, but they'll feel heard and appreciated.

Give it a try next time a heated chat has you sweating! A little patience and thoughtfulness can defuse so many explosive situations. You've got this!

07/30/2024

How confident are you in closing difficult chats where the customer can't get what they want?

a) Very confident
b) Somewhat confident
c) Not very confident

Let me know in the comments!

07/26/2024

You know that feeling when an angry customer starts ranting, and you can feel your heart rate rising? That sinking sensation where you just want to snap back?

We've all been there - those challenging moments when keeping your cool feels impossible. But what if I told you there's a way to stay in control and defuse even the tensest situations?

In my new LinkedIn Learning course, "De-escalating Angry Customers," I share proven tactics for handling difficult interactions with grace. You'll discover:

💥 The "Q-Tip" method to quit taking things personally
💥 My 3R De-escalation Method
💥How to Move Interactions to Closure When You Can't Give the Customer What They Want Using Psychological Priming

Don't let another heated exchange leave you feeling powerless. With these strategies, you'll confidently get angry customers to back down while providing top-notch service.

Ready to turn those tense moments into opportunities to shine? Get inside my De-escalation for Customer Service course on LinkedIn Learning now!
https://buff.ly/3zUXSEv

07/25/2024

I used to struggle with delivering bad news and managing tough conversations. But through studying conflict management and learning from experts in communication and de-escalation, I've gained the confidence to speak up assertively and empathetically. Now, I'm sharing what I've learned to help others navigate difficult conversations and guide customers to resolution.

I'm no longer ducking and dodging difficult customers and tough conversations. Using the methods I teach in in my courses, I say what I mean, mean what I say, without being mean when I say it.

If you struggle with emotions or avoidance when it comes to difficult customers, watch my video on building confidence to de-escalate.

I'm still blown away that today, I teach people to confidently give bad news, control conversations, and de-escalate in the most intense interactions because...

07/24/2024

Dealing with demanding customers can feel like an uphill battle. But what if I told you there's a simple, yet powerful tactic to defuse tense situations and keep your cool?

It's called the "pause principle" - and it could be a game-changer for your customer service game.

Here's the scoop: During a recent workshop, I sat down with an escalation team who handles the toughest, most unreasonable customers daily. Their secret? Pausing for just 1-2 seconds before responding when tensions run high.

Can you imagine how transformative that short breath could be? Instead of firing back with a knee-jerk reaction fueled by emotion, you create a buffer zone to gather your thoughts and respond thoughtfully.

One team member dubbed it "Q-tip therapy" - keeping a visual reminder on her desk to "quit taking it personally" when customers lash out. Genius, right?

Another pro tip they shared? Putting yourself in the customer's shoes. It's easy to get defensive when someone's heated, but taking a moment to empathize with their frustration can instantly dissolve that "us vs. them" mentality.

So next time you're dealing with an irate customer, don't just react. Pause, breathe, and respond with the same care and consideration you'd show your wise, patient grandma. Your calm, collected energy could be the defusing force that turns an explosive situation into a productive dialogue.

Give it a try and let me know if the pause principle works its magic for you! A little patience can go a long way in the customer service game.

07/23/2024

Dealing with Your Own Frustration When Talking to Difficult Customers - Let's Discuss!

Reacting emotionally to difficult customers shows you care about your job. Agree or Disagree? Thoughts?

Putting yourself in the customer's shoes is overrated - you should focus on maintaining composure. Agree or Disagree? Thoughts?

A 2-second pause before responding is too long - it'll frustrate impatient customers even more. Agree or Disagree? Thoughts?

Using your grandmother as a benchmark for customer interactions is outdated and irrelevant. Agree or Disagree? Thoughts?

Getting verbally "beat up" by customers is just part of the job - you need to develop a thicker skin. Agree or Disagree? Thoughts?

Drop your thoughts and answers in the comments!

01/17/2024

https://www.myragolden.com/blog/7-phrases-customer-service-agents-with-astute-de-escalation-skills-use-everyday

07/12/2023

In our de-escalation workshops, I facilitate a team activity that creates conflict. I use the forced conflict to reveal the three keys to reframing problems, redirecting aggression, and regaining control of intense interactions.

By the time the de-escalation training is over, 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 the next steps.

Take a peek inside my engaging de-escalation workshop, and then book your training at www.MyraGolden.com

06/06/2023

How to Sound and Feel Confident When De-escalating Angry Customers https://buff.ly/3OVdOfb

05/19/2023

57 Phrases to De-escalate Any Angry Customer
https://buff.ly/41SaBA7

04/26/2023

Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Join customer service guru and master de-escalator Myra Golden for this special 45-minute webinar to uncover the most powerful ways to do more with less in your contact center through agent training, technology utilization, and incremental improvement.

04/25/2023

The Power of Saying Sorry: A Comprehensive Guide on How to Apologize to a Customer for Improved Satisfaction

When to apologize to customers, sample templates, and when not to apologize

02/21/2023

To politely control calls, ask your caller three closed-ended questions, back-to-back. I learned this tactic from a former trainer of law enforcement. The Trainer helped police officers assert their authority and maintain control by having them ask people three questions during traffic stops.

Watch my video to learn how to confidently guide callers to the next steps by asking three closed-ended questions back-to-back. https://buff.ly/3KjWTAU

02/09/2023

I am available today for a 45-minute session on coaching your team to be more effective with soft skills. https://buff.ly/3WOR0yk

02/06/2023

5 Effective Call Control Strategies for Contact Center Agents

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding…

02/02/2023

Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening.

Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills. https://buff.ly/3WOR0yk

01/27/2023

"If you are always trying to be normal, you will never know how amazing you can be." Maya Angelou said that. Here's one thing about me. I'm never trying to fit in or be average. What about you?

01/26/2023

Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve their desired outcomes. Skills like empathy, active listening, establishing rapport, and more turn prospects into customers and customers into life-long champions.

Come join me for a 45-minute webinar to uncover your field's most crucial soft skills and learn how to coach your agents to use them.

Thursday, February 9th at 1 PM CT

Make sure you reserve your spot now! https://buff.ly/3WOR0yk