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 […]
Customized Engaging Online Customer Service Training
How to Get Angry, Irate or Unreasonable Customers to Back Down (3 Steps)
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect […]
6 Ways to Boss Customer Service Calls
GET MORE IDEAS LIKE THIS Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, […]
How do we move the call to closure when we can’t give the customer what they’re asking?
Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. Watch the replay to hear […]
How to Get a Customer to Stop Over-Talking You & MORE Questions!
I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they […]
A Policy Is Not An Excuse For Your Disrespect
One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or […]
Costco Jason’s Response Makes Perfect Sense
I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in […]
How It Feels to Have to Carry Out a Mask Policy
Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off […]
Should I tell the customer to have a good day after I’ve just given them bad news?
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 […]
How to Train and Support Remote Customer Service Employees
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 […]
Handling Foreign Accents Professionally + Using Positive Phrases
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