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 […]
Customized Engaging Online Customer Service Training
Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor
Thanks to the Internet and social media, customers are savvier now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to […]
Make Chat Interactions Friendly by doing 4 easy things!
Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in […]
Shave 60-seconds Off Your AHT with this Technique!
I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost […]
3 Statements That Guide Customers to the Next Step
Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we knowHere’s what we’ve doneHere’s what’s next Was This Helpful? I’m asking […]
4 Things Chat Agents Can Do to Move Chat Interactions Along Faster
Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. […]
How to Use Psychological Priming to Get Customers to Accept Your Word As Final
Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call […]
How to De-escalate in Chat and Email
We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able […]
Regain control of a conversation with a customer using the jump rope technique
Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad […]
Get Angry Customers to Back Down!
My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the […]
Instantly regain control of a conversation and de-escalate using this technique
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer […]
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy!
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! […]
