Some things are just too good to be kept to yourself. That’s how I feel about my new webinar, 9 Tips to Politely Control Difficult Customer Calls. Between my “ask three closed-ended question tactic” and the “Topic Grab” […]

Customer service calls can sometimes get out of control, especially in difficult situations when customers don’t immediately get their way. Unchecked, these upset and overly talkative customers can dominate the conversation, prolong the call, and […]

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let […]

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week! I know customer service pros are the bee’s […]

True story a client shared with me. “One of our employees quit because they couldn’t believe the audacity of us to say ‘no,’ they couldn’t let us know on Thursday that they needed Friday and Monday […]

3…2…1…ready or not, here I come with a fantastic new webinar, “How to *Actually* Curtain Agent Attrition.” Gen Z is quitting jobs they say are toxic, and they’re leaving in droves. One of the top reasons your […]

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they […]

I’m sharing two frameworks for resolving conflict today. You can apply my frameworks to disputes with employees, co-workers, customers, and bosses!  https://youtu.be/pIY_5-7nRmQ For more help with de-escalation, check out my De-escalation Academy. 

https://youtu.be/MpS_Ja0CYOU The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the […]