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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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Stop Being a Doormat: 4 Phrases to Eliminate Pushback from Demanding Customers how to handle difficult customers phrases for handling difficult customers
4 Customer Baiting Tactics (and How to Outsmart Them) customer service de-escalation how to handle difficult customers
Get Your AHT Down Fast: 5 Proven Tactics for Calm, Productive Customer Interactions call control customer service de-escalation
 
Revealed: Top Secrets for Gracefully Ending Impossible Customer Requests call center de-escalation customer service de-escalation how to handle difficult customers live chat best practices
African American Contact Center Agent confidently wearing Bantu Knots
The Psychology of 'No': How to End Calls and Calls and Live Chat When You Can't Give Customers What They Want how to handle difficult customers live chat best practices
 
Don't Let Demanding Customers Push Your Buttons: The Q-TIP Method for Stress-Free Customer Service how to handle difficult customers linkedin learning
Transforming Customer Service: From Interrogations to Conversations - The Key to Bridging the Gap customer service call flow empathetic customer interactions friendly customer service telephone customer experience
Have You Visited My YouTube Channel Lately? customer servcie training telephone skills training
Building Confidence to De-escalate (Even if you're a conflict-avoider like me) customer service de-escalation how to deliver bad news
Delivering Exceptional Live Chat Support linkedin learning live chat best practices
7-Step Call Flow Strategy for Customer Service Calls call center telephone skills friendly customer service improving telephone skills smooth call transitions telephone customer experience telephone skills training
 
Elevate Your Customer Service By Speaking In Complete Sentences building rapport with customers call center telephone skills
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