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 […]
Customized Engaging Online Customer Service Training
Gain the Confidence to Get Angry Customers to Back Down
De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word […]
Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.
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 […]
2 Frameworks for Resolving Workplace Conflict
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.
2 Minutes to Supreme Confidence!
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 […]
This is How You Reduce Escalations
As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right […]
Who Desperately Needs De-escalation Training?
Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? Head over […]
What is your recommendation on how often to apologize and what to apologize for?
Here’s a smart question from Trisha, one of my email subscribers. I work with a team that provides email support. I have seen a trend that I’m not sure how to address. When de-escalating through […]
Are you a CX Champ or Chump?
We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and […]
Here Are My Answers to Your De-escalation Questions!
I sourced my subscribers for the most pressing de-escalation questions. See my answers! https://youtu.be/boLdQb4c6QA
EX and CX: The twin powers of a successful business
How closely are the employee and customer experience related? Very. Today, it’s becoming clear that you can’t have one without another. Happy, engaged employees help create great customer experiences that lead to greater customer engagement, […]
Let Me Teach You Empathy
I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning. I’m writing today to tell you how you can take […]