Special Webinar Featuring Customer Service and De-escalation Expert Myra Golden
Agents today are working with increasingly angry and emotional customers, making it harder to contain interactions and move conversations to closure and a successful outcome. Whether you’re interacting with customers daily or leading a support organization, this live session will provide your team with practical tips to bring down the temperature of your most challenging conversations.
Join master de-escalator and longtime customer service expert, Myra Golden, for this special 45-minute webinar to learn her proven 3 “R” de-escalation method.In the webinar, Myra will share how to:
- Combine tactical empathy with de-escalation maneuvers to make customers feel understood and to control the interaction.
- Apply the reframing technique to positively position the response to customers so employees can move to containing the situation and maintaining control of the conversation.
- Redirect interactions when customers are emotional or venting using the Topic Grab approach so employees are in the driver’s seat.
- Walk away with a repeatable three-step framework to use directly or train support teams.
🗓 Tuesday, August 30 at 1 pm CDT
Can’t attend the webinar? No worries!
Register now to receive the recording via email.
Meet the Speaker: Myra Golden
Myra Golden is the founder of Myra Golden Seminars, LLC. She is a long time speaker and training partner to many Fortune 500 companies across the nation. She creates fun and engaging classes to teach her clients to give their customers the best possible experience. Myra’s engaging approach to customer service training is loved by her clients and many of her clients rave about her workshops. Her impressive resume includes many of the world’s biggest companies, like: McDonald’s, Coca-Cola, Frito-Lay, Walmart, Verizon Business, and many more. Myra has both her bachelor’s degree in psychology and her master’s degree in human relations.
Before founding Myra Golden Seminars in 1999, Myra worked at Thrifty Car Rental as the Global Head of Consumer Affairs. Travel Agent Magazine hailed Myra a Top 100 Rising Star for leading her team to unprecedented customer recovery and customer loyalty in the hospitality industry. When she’s not lighting up the service world, Myra is likely reading a book that makes her see differently, sipping Ethiopian coffee, or writing poetry. Visit Myra’s Website
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