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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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What Do You Do When You Can't Give the Customer What They Want? call center de-escalation customer service de-escalation q & a
Customer Service Employees Are Therapists, Cops, Negotiators, and Conflict Resolution Experts. call center de-escalation customer service de-escalation de-escalation
The 5 Habits We Must Dodge When De-escalating Angry Customers call center de-escalation customer service de-escalation de-escalation
Here Are My Answers to Your De-escalation Questions call center de-escalation customer service de-escalation
The Power of Positive Language: How it Can Transform Live Chat and Phone Calls building rapport with customers call center telephone skills live chat best practices telephone skills training
New Course! Customer Service: How to Deliver Support Across Languages cross-cultural communication skills customer support across languages global customer service
10 Fun and Creative Ways to Celebrate National Customer Service Week celebrating national customer service week national customer service week
Unleash the Power of Appreciation: The Ultimate Guide to Celebrating National Customer Service Week celebrating national customer service week national customer service week
From Explosive to Appreciative: Unlock the Secrets to Handling Angry Customers with Ease customer service de-escalation de-escalation for customer service
Getting Angry Customers to Back Down Sounds Like: (a 45-second read) call center de-escalation customer service de-escalation de-escalation de-escalation for customer service
Customer Temper Tantrums Can Look Like This call center de-escalation customer service de-escalation de-escalation for customer service
Help Me Design My New Live Chat Support Course live chat best practices
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