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Weekly articles, usually with videos

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.

Browse articles below.

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National Customer Service Week Day 5! celebrating national customer service week how to handle difficult customers phrases for handling difficult customers
 
National Customer Service Week Day 4 acw after-call-work celebrating national customer service week
 
National Customer Service Week - Day 3!! brain breaks celebrating national customer service week
 
National Customer Service Week - Day 2: 7 Recharge Rituals to Rebound After a Tough Call celebrating national customer service week
 
National Customer Service Week Kick-off (30-Day Self-Care Challenge!) celebrating national customer service week mental health in contact centers
Don't Let Tough Calls Drain You: 7 Recharge Rituals for Customer Heroes celebrating national customer service week mental health in contact centers
Balanced Minds, Brilliant Service: 5 Courses to Empower Your Customer Care celebrating national customer service week linkedin learning
From Stressed to Refreshed: 10 At-Desk Mindfulness Hacks celebrating national customer service week mental health in contact centers
From Frazzled to Focused: Guided Meditations for Bouncing Back After Tough Calls celebrating national customer service week mental health in contact centers
10 Mood-Boosting Activities for Customer Service Week celebrating national customer service week mental health in contact centers
Balanced Minds, Bright Service: The Key to Customer Delight celebrating national customer service week supporting customers who are experiencing mental illness
5 Phrases That Work Better Than, "Ma'am, I need you to calm down." customer service de-escalation phrases for handling difficult customers
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