Myra Golden

7 Secrets for Moving Customers Out of a Hardball Mentality

Here are 7 proven tips for moving customers out of a hardball mentality into a constructive dialogue. 1. Confidently acknowledge and address anger. A big mistake among customer service professionals is to ignore a customer's expression of anger or t... Read >

The Psychology of Angry Customers

Often, what makes difficult customers difficult is the fact that they are intensely emotional. They are upset, angry, irate, or ballistic. It is impossible to address the real issues the customer has experienced until we first address the emotion of anger... Read >

Verbal Aikido: 7 Ways to Handle Difficult Customers

In my live complaint resolution seminars, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken away as I watched Steven Segal e... Read >

Top 7 Questions About Credit Reports & Credit Scores

Here are the top 7 questions we hear from consumers about credit reports and credit scores... 1. Will closing paid off credit card accounts improve my credit score? This will surprise many of you, but closing paid off credit card accounts can ac... Read >

5 Great Responses When You're the Target of Verbal Abuse

If you deal with customers on a regular basis, chances are, you are going to find yourself on the receiving end of verbal abuse from an irate, demanding, or unreasonable customer. So often, verbal assault comes out of nowhere and we get hit head-on with ... Read >