A Mask Mandate 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 […]

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 […]


We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event […]

Don’t Apologize to Customers!

It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different […]

here’s how to explain a credit card authorization to a customer.

People are funny when it comes to their money. I am too. When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can […]

I’m Grading Assignments in my Master Class

Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels […]

Choose your battles wisely – Conflict Resolution Training for Managers

  For Jack Cooper University, I produced a ten-week conflict resolution training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized […]

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, […]