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Handle Hard Calls Like a Pro—Without Losing Your Cool

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With over 2 million customer service professionals trained, I bring you psychology-backed strategies for de-escalation, empathy, boundary-setting, and call control—all grounded in real-world call center experience.

✔️ Backed by neuroscience
✔️ Packed with phrases that work
✔️ Built for busy frontline teams and their leaders

Whether you're leading calls or coaching a team, you'll find practical tools to turn tension into resolution—without burnout.

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Bounce Back Better: The Post-Call Reset for Resilient Customer Service Professionals mental health in contact centers
We Get the Behavior We Tolerate—How to Hold the Line When Customers Cross It call control
Regain Control: 4 Strategies to ‘Get Off the X’ with Difficult Customers how to handle difficult customers
How to Wrap Emotional Customer Calls Faster-Without Sounding Cold call control
How to Spot the Right Time to End a Call—and Lower AHT call center telephone skills call control
Validate, Don't Absorb: Empathetic De-escalation for Resilient Service Pros customer service de-escalation how to handle difficult customers mental health in contact centers
Defusing "I Want a Supervisor": The 3-Step Solution for Customer Calm customer service de-escalation how to handle difficult customers
Mastering the 10-Second De-escalation: The Acknowledgment Pause Method
If Saying 'No' Feels Awkward - Watch This! how to deliver bad news
Delivering Bad News to Customers? Do This Instead of Apologizing. how to deliver bad news
Here's How to Give a Customer Bad News In Live Chat Support how to deliver bad news live chat best practices
Don't Apologize to Customers (Do This Instead) how to apologize to a customer

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