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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.

Browse articles below.

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Handling Foreign Accents + Positive Phrasing for a Fantastic Telephone Customer Experience call center telephone skills telephone skills training
Watch this before you talk to your next angry customer (3 Keys to De-escalating) de-escalation de-escalation training
Top 3 Ways to Calm Angry Customers de-escalation de-escalation training how to handle difficult customers
Who Desperately Needs De-escalation Training for Customer Service? call center training de-escalation training
how to train remote agents
How to Train and Support Remote Customer Service Employees call center training
How to Use Psychology to Get Angry Customers to Back Down de-escalation q & a
How Call Center Agents Can Politely Control Calls with Customers call control linkedin learning
What do you do when a customer threatens self-harm (in a phone call or email)? how to handle difficult customers
This is How You Reduce Escalations to Supervisors de-escalation
26 Ideas to Help You Be Nicer to Challenging Customers complaint handling
The Psychology of the Word "Because" to Get Customers to Accept Your Word as Final de-escalation how to deliver bad news
The Power of Saying Sorry: A Comprehensive Guide on How to Apologize to a Customer for Improved Satisfaction how to apologize to a customer
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