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If you like some of the ideas you see here on my blog; you might like getting emails from me. I try to sit down once a week and write something I think will help you help your employees deliver a better customer experience, and to help them de-escalate difficult customers easily.

I’ve recently written about what a makeup artist taught me about customer service, the fist fight I witnessed at Kmart, and five phrases that make customers think you don’t care. I try to turn my experiences into takeaways to help you lead a great call center or customer service group.

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Here’s what one of my Twitter followers had to say about a blog post…

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