Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let […]
Customized Engaging Online Customer Service Training
Category: Customer Experience Design
National Customer Service Week 2022!
When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week! I know customer service pros are the bee’s […]
Don’s Sleep on What Gen Z Wants From Work
True story a client shared with me. “One of our employees quit because they couldn’t believe the audacity of us to say ‘no,’ they couldn’t let us know on Thursday that they needed Friday and Monday […]
How to *Actually* Curtail Agent Attrition
3…2…1…ready or not, here I come with a fantastic new webinar, “How to *Actually* Curtain Agent Attrition.” Gen Z is quitting jobs they say are toxic, and they’re leaving in droves. One of the top reasons your […]
Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.
Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they […]
2 Frameworks for Resolving Workplace Conflict
I’m sharing two frameworks for resolving conflict today. You can apply my frameworks to disputes with employees, co-workers, customers, and bosses! https://youtu.be/pIY_5-7nRmQ For more help with de-escalation, check out my De-escalation Academy.
2 Minutes to Supreme Confidence!
https://youtu.be/MpS_Ja0CYOU The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down is…CONFIDENCE. In this video, you’ll learn a 2-minute exercise that reduces the […]
This is How You Reduce Escalations
As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right […]
Who Desperately Needs De-escalation Training?
Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? Head over […]
What is your recommendation on how often to apologize and what to apologize for?
Here’s a smart question from Trisha, one of my email subscribers. I work with a team that provides email support. I have seen a trend that I’m not sure how to address. When de-escalating through […]