Feel more confident. Get less backlash. Nudge customers to accept your word as final. Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. […]
Grab the “Delivering Bad News” worksheet here, and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.
The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the […]
Grab your slides from this video for quick reference to the four tips. Getting customers to accept your word as final comes down to confidence. When a customer service representative has to say, “The previous owner has […]
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 […]
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 […]
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 […]
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 […]