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 […]

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 […]

Yep, Holiday Returns Will Make Customers More Difficult

After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be. Returns and exchanges […]

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to […]

It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Whenever I’m in Carpinteria, I go […]

What do you do when a customer threatens self-harm (in a phone call or email)?

People in my workshops ask, “What do I say when a customer threatens suicide?”  Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside […]

Customer Service Week Day 4!

I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 […]

Customer Service Week Day 3!

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered […]

Customer Service Week Day 2!

Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today […]