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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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From Rage to Resolution: The 3-Step Snatch and Flip for Customer Calm call control customer service de-escalation how to handle difficult customers
From Rage to Rapport: The 3-Step Chain for De-escalating Tense Calls call center de-escalation customer service de-escalation how to handle difficult customers
Don't Cut Them Off! Mastering the Yield for Calmer Customer Calls building rapport with customers call center telephone skills linkedin learning
Breaking It Gently: A Call Center Agent’s Guide to Delivering Tough News how to deliver bad news linkedin learning
Closing Tough Calls with Finesse: 5 Psychological Secrets to Try Today customer service de-escalation how to handle difficult customers
Top 5 Customer Service Trends for 2025 #cxtrends top 5 customer service trends 2025
Shave Minutes Off Your AHT (Average Handle Time): Proven Mind Tricks for Efficient Calls aht call control
 
5 Psychology-Backed Hacks to Sound Friendly on Every Customer Service Call empathy for customer service improving telephone skills
 
Master the Art of Wrapping Up Calls: 3 Simple Techniques for Call Center Reps call control
 
"Move the Bed": The Genius Hack to Calm Angry Customers complaint handling customer service de-escalation how to handle difficult customers
Defuse Tough Customer Calls: The 3W Method for Staying in Control call center de-escalation customer service de-escalation de-escalation de-escalation for customer service
Turning Frustration into Loyalty: Empathetic Email Secrets for Customer Heroes email best practices how to write a complaint response email to a customer
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