Have you ever wondered why some training sessions seem to go in one ear and out the other? You're not alone. As customer service professionals, we've all sat through our fair share of training that left us feeling underwhelmed and unprepared. But what if I told you there's a secret sauce to creating...

Have you ever been in a meeting where you shared a brilliant idea, only to have it fall flat, and then moments later, someone else repeats the same thought and suddenly it's the best thing since sliced bread? If you're nodding your head right now, you're not alone. This frustrating experience is a c...

Have you ever been in a situation where a colleague's comments or actions made you feel uncomfortable, but you weren't quite sure how to address it? In the customer service world, we're often taught to prioritize the customer's experience, but what about our own experiences in the workplace?

Microa...

We've all been there. You're in the middle of a customer interaction when suddenly, you hear a comment that makes you pause. It's not outright offensive, but it doesn't sit right either. Welcome to the world of microaggressions in customer service.

Microaggressions are those subtle, often unintenti...

We've all been there. Your heart starts racing, palms get sweaty, and you feel that knot in your stomach when someone says those dreaded words: "Do you mind if I give you some feedback?" It's a natural reaction, but it doesn't have to be this way. As customer service professionals, receiving feedbac...

You can’t always give customers what they want.

Sometimes it’s out of policy.
Sometimes it’s out of stock.
Sometimes… it’s just not possible.

Every customer service professional has been there — and we all know how these moments can go. The customer feels frustrated, unheard, and maybe even angry....

The call came in like any other.
But within seconds, it shifted.

“This is [bleep] ridiculous. You people are [bleep] clueless.”

No preamble. No warm-up. Just heat.
You’ve had a call like that. Most of us have.

And when it happens, your nervous system knows it before your brain does.

Your shoulde...

Have you ever found yourself in a customer service call that suddenly took a turn for the worse? We've all been there, and it's not a pleasant experience for anyone involved. But what if I told you that there are specific phrases that can derail a call faster than anything else? After training over ...

Ever feel like you're stuck in a never-ending customer service call? You know, the kind where you're repeating yourself, the customer is going in circles, and your average handle time is skyrocketing? I've been there, and I know it's frustrating. But here's the thing: fast, focused calls aren't abou...

Have you ever found yourself in a situation where you need to say "no" to a customer, but you're worried about how they'll react? You're not alone. As customer service professionals, we often face the challenge of setting boundaries while maintaining a positive relationship with our clients. The goo...

Have you ever found yourself in a situation where a customer is being downright disrespectful, but you still have to help them? It's a challenging spot that many customer service professionals face daily. You're doing your job, staying calm, and suddenly it feels like you're under attack. You're not...