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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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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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