Category: Customer Experience Design

6 Ways to Boss Customer Service Calls

GET MORE IDEAS LIKE THIS Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, […]

How to Get a Customer to Stop Over-Talking You & MORE Questions!

Questions One 1:48: Hi! Myra, what if the customer doesn’t want to hear sorry because they already heard those words multiple times? Question Two 3:38: I would like to know the best ways to reduce […]

A Mask Mandate Is Not An Excuse For Your Disrespect

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or […]

Costco Jason’s Response Makes Perfect Sense

I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in […]

How It Feels to Have to Carry Out a Mask Policy

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off […]

Gain the Confidence to Get Angry Customers to Back Down

De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word […]

How to Train and Support Remote Customer Service Employees

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions […]