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Weekly articles you can read in 8 minutes 

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

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The Power of Positive Language: How it Can Transform Live Chat and Phone Calls building rapport with customers call center telephone skills live chat best practices telephone skills training
New Course! Customer Service: How to Deliver Support Across Languages cross-cultural communication skills customer support across languages global customer service
10 Fun and Creative Ways to Celebrate National Customer Service Week celebrating national customer service week national customer service week
Unleash the Power of Appreciation: The Ultimate Guide to Celebrating National Customer Service Week celebrating national customer service week national customer service week
From Explosive to Appreciative: Unlock the Secrets to Handling Angry Customers with Ease customer service de-escalation de-escalation for customer service
Getting Angry Customers to Back Down Sounds Like: call center de-escalation customer service de-escalation de-escalation de-escalation for customer service
Customer Temper Tantrums Can Look Like This call center de-escalation customer service de-escalation de-escalation for customer service
Help Me Design My New Live Chat Support Course live chat best practices
Mastering the Art of Assertiveness: Winning Over Angry Customers with Confidence how to handle difficult customers
Use More Personal Pronouns to Make Live Chat Friendly live chat best practices
Did you know you can use the Feel, Felt, Found Method to Redirect Angry Customers? call center de-escalation customer service de-escalation
When You Can't Solve the Customer's Issue Immediately, Try This. customer service de-escalation how to handle difficult customers

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