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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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National Customer Service Week Day 3! (2023) celebrating national customer service week national customer service week
National Customer Service Week Day 2! (2023) celebrating national customer service week national customer service week
National Customer Service Week Day 1! (2023) celebrating national customer service week national customer service week
What Do You Do When You Can't Give the Customer What They Want? call center de-escalation customer service de-escalation q & a
Customer Service Employees Are Therapists, Cops, Negotiators, and Conflict Resolution Experts. call center de-escalation customer service de-escalation de-escalation
The 5 Habits We Must Dodge When De-escalating Angry Customers call center de-escalation customer service de-escalation de-escalation
Here Are My Answers to Your De-escalation Questions call center de-escalation customer service de-escalation
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
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All Categories 30-minute customized video training balto ai behind the workshop building rapport with customers call center de-escalation call center management call center telephone skills call center training call control celebrating national customer service week chat customer service best practices complaint handling contact center contact center ai contact center coaching contact center efficiency contact center management contact center trends 2023 creating a customer service culture creating customer personas cross-cultural communication skills customer experience customer servcie training customer service ai customer service cheat sheets customer service de-escalation customer service soft skills customer support across languages cx de-escalation de-escalation for customer service de-escalation training email best practices empathy for customer service enforcing a mask mandate from peer to boss global customer service how to deliver bad news how to apologize to a customer how to handle difficult customers how to say no to a customer how to talk to customers linkedin learning live chat best practices management training mental health in contact centers national customer service week nps q & a soft skills training supporting customers who are experiencing mental illness telephone skills training user personas verbal aikido virtual customer service training virtual de-escalation training