4 Secrets About Human Tone In Chat That Nobody Will Tell You


Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human.

1. Use “I” and “We” personal pronouns because they instantly make the tone personal.

2. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.”

3. Apologize, when appropriate. A sincere apology helps you restore confidence and regain goodwill. It can be as simple as, “I’m sorry your tablet isn’t charging for you.”

4. End chats on a positive note. A QVC Chat Agent ended a chat with me positively, like Chick-Fil-A employees always finalize order taking in the first drive-thru window, “You’re certainly welcome, my pleasure! Have a wonderful day and please don’t hesitate to contact us anytime. We’re always glad to help.”

I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. I even filmed a short YouTube video offering these four secrets that you can use to train your employees. Show this video to your employees to help them make chat interactions more personal. Continue reading “4 Secrets About Human Tone In Chat That Nobody Will Tell You”

When a Customers Asks For Your Manager, Here’s What You Say


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Simple Guidance for Building Rapport with Customers When You Have to Give Them Bad News


When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant.

When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” This approach helps you to foster a sense of connection with customers, even when you can’t give them exactly what they want.

The basic model for Feel, Felt, Found is:


Relay that you understand how the customer feels. “I can understand why you feel that way.”


Show the customer they aren’t alone. “I had another customer who had a similar situation and felt the same way.”


Tell the customer what you’ve found to work. “We found that this worked best.”

Let me show you how this looks in action.

Continue reading “Simple Guidance for Building Rapport with Customers When You Have to Give Them Bad News”

Five Things You Can Do About the Telephone Experience Problem


When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5) Missed rapport opportunities by not pacing.

Today I’m giving you quick fixes for the significant five issues I always see with my clients. You can use these solutions for a short 15-minute team training or in your coaching meetings.

1. Speak In Complete Sentences

Merely going from “Last name?” to “May I have your last name, please?” instantly makes interactions sound friendlier. Continue reading “Five Things You Can Do About the Telephone Experience Problem”

4 Things I Learned From Taking My Daughter to Work With Me at LinkedIn Learning


For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y.

Both of my kids get to travel with me for speaking engagements a few times a year – last year Lauren joined me in New York twice. My son experienced Las Vegas with me last summer, and both kids joined me for a conference in the Dallas area a few months ago.

Last week the kids and my husband joined me in Carpinteria, California, for filming, and my daughter spent a day on set with me. When we walked into the studio, my client, LinkedIn Learning, had a sunny welcome for Lauren on the whiteboard. That little detail made us both smile.


While I was in makeup, my Producer, Jake, took Lauren to breakfast.


On the set, Jake (on the right) got Lauren involved by having her introduce takes by snapping the clapper.


The whole day was fun, and I walked away with four takeaways. Continue reading “4 Things I Learned From Taking My Daughter to Work With Me at LinkedIn Learning”

Three Ways To Fix the Escalation Problem


Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life.

1. See How Much It Costs You To Resolve Most Customer Issues

Continue reading “Three Ways To Fix the Escalation Problem”