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.
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Videos
The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!)
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 […]
Get customers to accept your word as final – a Mini Workshop
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 […]
What to Say When a Customer Cusses at You and 4 Other Tough Situations
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 […]
8 FREE customer service classes on LinkedIn Learning!
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 […]
Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era
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 […]
Work- Life Balance While Working Remotely
Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us […]
5 Ideas for Engaging (and fun) Virtual Meetings
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s […]
This Tip Helps You Get Angry Customers to Back Down
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In […]
Quick Tip for Giving Customers Bad News
It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound […]
