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 […]

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 […]

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 […]

Stop Screaming at Me!

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 […]

Customer service employees are therapists, cops, negotiators, and conflict-resolution experts

Is every other customer demanding, “Get me a manager?” Do you find your customers more intense? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read […]

Top 3 Ways to Calm Angry Customers

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m […]