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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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20 Ways to Say "No" to a Customer Without Saying the Word "No"
 
20 Phrases to Set Boundaries with Difficult Customers call center de-escalation customer service de-escalation de-escalation
A montage blend of African American faces close up, both men and women with different shades and colors in skin tone. Melanin beauty.
7 Ways to Respond When a Customer Uses Microaggressions customer service de-escalation microaggressions
How to Write a Complaint Response Email to a Customer complaint handling how to apologize to a customer how to write a complaint response email to a customer
Emotional Agility in De-escalation for Customer Service: How to Navigate Tricky Situations with Poise and Empathy 30-minute customized video training call center de-escalation customer service de-escalation de-escalation linkedin learning
How to Move a Live Chat to Closure When You Can't Give the Customer What They Want live chat best practices
🎥 Behind-the-Scenes at LinkedIn Learning HQ 🎬 behind the workshop linkedin learning
Myra Golden's Three Tips for Building Instant Rapport with Customers building rapport with customers linkedin learning
Should Contact Center Agents Be Worried About AI? ai in contact centers
When Customers Use the Bait Tactic, This Is What You Do call center de-escalation customer service de-escalation de-escalation
Words Matter in De-escalating Customers call center de-escalation customer service de-escalation de-escalation
How do I end a live chat with a customer when I can't give them what they want? call control live chat best practices
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All Categories #customerexperience #cxleadership #cxsurveys #cxtrends #feedbackculture #surveymonkey #voiceofthecustomer 30-minute customized video training acw after-call-work aht ai in contact centers behind the workshop brain breaks 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 call flow customer service cheat sheets customer service de-escalation customer service emotional intelligence customer service soft skills customer support across languages cx de-escalation de-escalation for customer service de-escalation training email best practices empathetic customer interactions empathy for customer service enforcing a mask mandate friendly customer service 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 how to write a complaint response email to a customer improving telephone skills linkedin learning live chat best practices management training mental health in contact centers microaggressions national customer service week nps phrases for handling difficult customers q & a retail customer service smooth call transitions soft skills training supporting customers who are experiencing mental illness telephone customer experience telephone skills training top 5 customer service trends 2025 user personas verbal aikido virtual customer service training virtual de-escalation training