Ever feel like your customer calls sound more like interrogations than conversations? 🕵️‍♀️

I was reviewing some call recordings recently, and what struck me was how quickly the questions piled up - 7 questions fired off in a row! No wonder customers can feel put on the spot.

But there's ...

Hey, there! 👋 Looking for valuable insights on customer service, communication, and conflict resolution? Look no further! I'm excited to introduce you to my YouTube channel – a treasure trove of practical tips and strategies that can elevate your professional skills to the next level.

Key Reason...

Have you ever found yourself avoiding a difficult conversation with a customer? Maybe you've put off delivering bad news, hoping the problem would magically resolve itself. If this sounds familiar, you're not alone. Many of us struggle with Mokitas - those uncomfortable truths we know but prefer not...

I'm really excited to let you know about my newest LinkedIn Learning Course - "Delivering Exceptional Live Chat Support: Drive Results and Loyalty." This course is designed to help customer service professionals and managers gain essential skills to excel in live chat interactions and build long-las...

In this video, you'll discover my proven 7-step call flow strategy to elevate your telephone customer experience. Say goodbye to awkward silences, abrupt interruptions, and frustrated callers. Instead, learn how to craft a warm, engaging, and empathetic interaction from start to finish.

Here's what...

Speak in complete sentences with your customers from Building Rapport with Customers by Myra Golden

Have you ever talked with a customer service person that went something like this?

The Agent says: Date of birth? Last name? Zip code? 

A lot of customer service reps ask questions this...

You already know customers hate to hear the word 'no." Here are 20 alternative ways to say no to a customer without using the word 'no.' These options are assertive, confident, and professional:

1. I'm afraid that won't be possible.
2. Let me offer an alternative solution.
3. I'm sorry, that's not somet...

Dealing with difficult customers who use profanity or make racist remarks requires clear and assertive communication. Here are 20 professional phrases I share in my de-escalation workshops to help you set boundaries effectively:

1. "I must insist on respectful communication during our interaction...

So, you want to know what to say if a customer targets you with microaggressions.

In this article, I'll explain microaggressions and give examples of different types. I'll also show you exactly how to set a boundary for how you'll be treated and give you exactly what to say.

Let's start with...

Recently, I had to practice what I teach. 

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong. Instead of getting our standard welcome email with login details, each of the 51 employees was bom...

Our brains tend to constrict when faced with demanding, difficult or desperate customers, and we have fewer options available. When faced with conflict, our brains go into flight, fight, or freeze mode. 

I'm sure you've heard of the flight, flight, freeze response. Here's how the flight/fight/fr...

Expert Tips for Effectively Handling Live Chats and Bringing Them to a Close, Even When You Can't Provide the Desired Solution

If you could always give customers what they want, your job would be easy. But, sometimes, there is no solution or no solution at the moment. So, how do you move your conve...