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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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Our Online Customer Service Training Can Ease Your Pain! customer servcie training
Master the Magic of Partnering Language: Your Ultimate Guide to Diffusing Tense Conversations and Soothing Panicked Customers how to handle difficult customers
Get Angry Customers to Back Down! customer service de-escalation de-escalation training
Let Me Teach You Empathy empathy for customer service
Give customers bad news using five easy steps how to deliver bad news
When a Customers Asks For Your Manager, Here's What You Say call center de-escalation customer service de-escalation
8 LinkedIn Learning Customer Service Courses That Will Inspire You linkedin learning virtual customer service training virtual de-escalation training
5 Comebacks for the Customer Who Tries to Intimidate You customer service de-escalation de-escalation how to handle difficult customers
Unlock the Secrets of Exceptional Call Center Customer Service: Top Techniques for Establishing Strong Connections with Every Caller building rapport with customers call center telephone skills chat customer service best practices
Mastering Call Flow: The Ultimate 9-Step Telephone Strategy for Contact Centers call center telephone skills telephone skills training
Things That Happen When You Go From Employee to Supervisor call center management from peer to boss management training
Customer Service De-escalation: Gain the Confidence to Get Any Angry Customer to Back Down call center de-escalation customer service de-escalation de-escalation training
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