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Handle Hard Calls Like a Pro—Without Losing Your Cool

Join the 120,000+ weekly readers who trust this blog to help them lead with calm, clarity, and confidence.

With over 2 million customer service professionals trained, I bring you psychology-backed strategies for de-escalation, empathy, boundary-setting, and call control—all grounded in real-world call center experience.

✔️ Backed by neuroscience
✔️ Packed with phrases that work
✔️ Built for busy frontline teams and their leaders

Whether you're leading calls or coaching a team, you'll find practical tools to turn tension into resolution—without burnout.

👉 Start with the latest posts below—or grab a free resource while you’re here.

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How to Shut Down a Rude Customer—Without Losing Your Cool customer service de-escalation how to handle difficult customers phrases for handling difficult customers
Stop Saying “Calm Down” to Angry Customers—What to Do Instead call center de-escalation call control customer service de-escalation
Stop Training for the Sake of Training: What Do You Want Your Team to Know, Feel, and Do? customer service training customer service training design
The First 30 Seconds Can Make or Break the Customer Experience building rapport with customers call center telephone skills call center training
Supporting Customers When English Isn’t Your First Language: 3 Confidence-Boosting Tips call center training
 
The Psychology of Pronouns: A Simple Way to Make Live Chat Sound More Human live chat best practices
Ditch the Robotic Routine: 3 Live Chat Pitfalls to Avoid for Happier Customers live chat best practices
How to Deliver Bad News Without Sounding Cold how to deliver bad news
 
What to Say When the Customer Won’t Stop Talking call control linkedin learning
Bounce Back Better: The Post-Call Reset for Resilient Customer Service Professionals mental health in contact centers
We Get the Behavior We Tolerate—How to Hold the Line When Customers Cross It call control
Regain Control: 4 Strategies to ‘Get Off the X’ with Difficult Customers how to handle difficult customers

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