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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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Mastering the Art of Handling Difficult Customers: A Guide to Creating Positive Conversations call center de-escalation customer service de-escalation de-escalation
Emotionally Intelligent Customer Service Pros Use This Technique to Calm Customers customer service de-escalation customer service emotional intelligence
5 Phrases That Work Better Than "Ma'am, I Need You to Calm Down." call center de-escalation customer service de-escalation de-escalation
Empathy for Customer Service: A New Paradigm for Customer Satisfaction empathy for customer service linkedin learning
7 Phrases Customer Service Agents with Astute De-escalation Skills Use Everyday call center de-escalation customer service de-escalation de-escalation
Has Your Boss Told You You're Not Friendly Enough? empathy for customer service linkedin learning
The Art of Winning Customer Trust: Top Techniques for Effective Rapport Building 30-minute customized video training building rapport with customers
Yep, Holiday Returns Will Make Customers More Difficult! how to handle difficult customers retail customer service
Mastering the Art of Customer Rapport: A Traffic Rule Approach building rapport with customers linkedin learning
I'm in San Diego this week to facilitate a workshop on de-escalation for customer service call center de-escalation
Don't Give Bad News In Email Like This how to deliver bad news linkedin learning
Customer Experience: Creating Customer Personas - Start with a journey map creating customer personas customer experience linkedin learning user personas
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