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 & Onsite Customer Service Training
Train Remote Agents With These Free short Videos
Mini-Workshop – The 3R De-escalation Method Control Calls with “Friendly” Customers 4 Things Customer Service Agents Can Do to Convey Empathy to Customers This is How to Move Calls to Closure How to Acknowledge Customer Concern- […]
What to Say When a Customer Cusses at You and 4 Other Tough Situations
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the […]
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Up your customer service game!Show your boss you’re proactive.Eight classes FREE through March 2021 Opportunity.LinkedInLearning.com
Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era
COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level […]
Mini Workshop: The 3R De-escalation Method
COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you […]
What I Wish Everyone New About Why Calls Go Longer Than We Want (Contact Center Call Control)
Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view […]
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that […]
Let Me Help You De-escalate Intense Interactions During the Stressful COVID-19 Times (Free Online Training)
I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. […]
