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
These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!
Download the empathy statements PDF and practice your first five empathy responses to customers.
National Customer Service Week 2021!
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National
Watch this before you talk to your next angry customer (3 Keys to De-escalating)
Disarming demanding customers takes psychology, and I break it down for your team right here.
Choose your battles wisely – Conflict Resolution Training for Managers
For Jack Cooper University, I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this […]
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 […]
