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 […]
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Videos
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 […]
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 […]
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 […]
What do you do when you can’t give the customer what they want?
A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll be sharing more […]
A DAY IN THE LIFE OF A DIGITAL TRAINER//PLUS Get Confident Giving Customers Bad News!!!
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 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 […]
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 […]
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 […]
