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Weekly articles, usually with videos

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

Browse articles below.

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Regain Control: 4 Strategies to ‘Get Off the X’ with Difficult Customers how to handle difficult customers
How to Wrap Emotional Customer Calls Faster-Without Sounding Cold call control
How to Spot the Right Time to End a Call—and Lower AHT call center telephone skills call control
Validate, Don't Absorb: Empathetic De-escalation for Resilient Service Pros customer service de-escalation how to handle difficult customers mental health in contact centers
Defusing "I Want a Supervisor": The 3-Step Solution for Customer Calm customer service de-escalation how to handle difficult customers
Mastering the 10-Second De-escalation: The Acknowledgment Pause Method
If Saying 'No' Feels Awkward - Watch This! how to deliver bad news
Delivering Bad News to Customers? Do This Instead of Apologizing. how to deliver bad news
Here's How to Give a Customer Bad News In Live Chat Support how to deliver bad news live chat best practices
Don't Apologize to Customers (Do This Instead) how to apologize to a customer
From Rage to Resolution: The 3-Step Snatch and Flip for Customer Calm call control customer service de-escalation how to handle difficult customers
From Rage to Rapport: The 3-Step Chain for De-escalating Tense Calls call center de-escalation customer service de-escalation how to handle difficult customers

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