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Weekly articles, usually with videos

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

Browse articles below.

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5 Phrases That Work Better Than, "Ma'am, I need you to calm down." customer service de-escalation phrases for handling difficult customers
4 Customer Baiting Tactics (and How to Outsmart Them) customer service de-escalation how to handle difficult customers
Get Your AHT Down Fast: 5 Proven Tactics for Calm, Productive Customer Interactions call control customer service de-escalation
 
Revealed: Top Secrets for Gracefully Ending Impossible Customer Requests call center de-escalation customer service de-escalation how to handle difficult customers live chat best practices
Building Confidence to De-escalate (Even if you're a conflict-avoider like me) customer service de-escalation how to deliver bad news
 
20 Phrases to Set Boundaries with Difficult Customers call center de-escalation customer service de-escalation de-escalation
A montage blend of African American faces close up, both men and women with different shades and colors in skin tone. Melanin beauty.
7 Ways to Respond When a Customer Uses Microaggressions customer service de-escalation microaggressions
Emotional Agility in De-escalation for Customer Service: How to Navigate Tricky Situations with Poise and Empathy 30-minute customized video training call center de-escalation customer service de-escalation de-escalation linkedin learning
When Customers Use the Bait Tactic, This Is What You Do call center de-escalation customer service de-escalation de-escalation
Words Matter in De-escalating Customers call center de-escalation customer service de-escalation de-escalation
Mastering the Art of Handling Difficult Customers: A Guide to Creating Positive Conversations call center de-escalation customer service de-escalation de-escalation
Emotionally Intelligent Customer Service Pros Use This Technique to Calm Customers customer service de-escalation customer service emotional intelligence

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