I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions […]
Customized Engaging Online Customer Service Training
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 […]
8 FREE customer service classes on LinkedIn Learning!
Just about weekly, a customer service representative reaches out to me on social media or email for help. Help to control calls. Help to de-escalate intense interactions. Help with showing empathy. Help with chat customer […]
How to Give a Customer Bad News with Surprising Confidence (and without negative backlash)
We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” “We’ve temporarily closed a number of our call centers for the […]
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 […]
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. […]
If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.
As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are […]
