Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call […]
Customized Engaging Online Customer Service Training
Category: Customer Experience Design
How to De-escalate in Chat and Email
We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able […]
Regain control of a conversation with a customer using the jump rope technique
Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad […]
Get Angry Customers to Back Down!
My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the […]
Instantly regain control of a conversation and de-escalate using this technique
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer […]
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy!
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! […]
Another Way to Say ‘No’ to a Customer
In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try […]
The 3 Reasons Customers Pushback or Ask for a Supervisor, and What to Do About It
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust youThe customer fears somethingThe customer sees you as a threat to […]
This Tip Will Reduce Agent AHT by Moving Customers Out of Venting
Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be […]
