A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a […]
Learn more! The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down De-escalation Academy is the only training for customer service that not only shows […]
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions […]
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This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the […]
How a chat agent impressed me, and how your agents can do the same with your customers Last week I had an inspiring chat discussion with my new auto insurance company. I loved that the […]
Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process.
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. You can do four things in […]
I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost […]
Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we knowHere’s what we’ve doneHere’s what’s next Was This Helpful? I’m asking […]