Picture this: two chimpanzees locked in a fierce battle. One, realizing he's losing, makes a surprising move. He grabs a baby chimp and holds it up to his opponent. Instantly, the aggression melts away. The alpha's testosterone plummets, and calm descends.

This isn't just an interesting animal b...

Customer Service Week is just around the corner, and if you're like most organizations, you're probably thinking about how to celebrate your hardworking team. But let's face it, while balloons and bagels are nice, they don't exactly leave a lasting impact. What if I told you there's a way to recogni...

Have you ever found yourself in a heated exchange with an angry customer, feeling like you're caught in an endless rally of frustration? I've been there, and I know how challenging it can be to navigate these high-tension situations. But what if I told you that the secret to defusing these encounter...

Have you ever wondered why some training sessions seem to go in one ear and out the other? You're not alone. As customer service professionals, we've all sat through our fair share of training that left us feeling underwhelmed and unprepared. But what if I told you there's a secret sauce to creating...

Have you ever been in a meeting where you shared a brilliant idea, only to have it fall flat, and then moments later, someone else repeats the same thought and suddenly it's the best thing since sliced bread? If you're nodding your head right now, you're not alone. This frustrating experience is a c...

Have you ever been in a situation where a colleague's comments or actions made you feel uncomfortable, but you weren't quite sure how to address it? In the customer service world, we're often taught to prioritize the customer's experience, but what about our own experiences in the workplace?

Microa...

We've all been there. You're in the middle of a customer interaction when suddenly, you hear a comment that makes you pause. It's not outright offensive, but it doesn't sit right either. Welcome to the world of microaggressions in customer service.

Microaggressions are those subtle, often unintenti...

We've all been there. Your heart starts racing, palms get sweaty, and you feel that knot in your stomach when someone says those dreaded words: "Do you mind if I give you some feedback?" It's a natural reaction, but it doesn't have to be this way. As customer service professionals, receiving feedbac...

You can’t always give customers what they want.

Sometimes it’s out of policy.
Sometimes it’s out of stock.
Sometimes… it’s just not possible.

Every customer service professional has been there — and we all know how these moments can go. The customer feels frustrated, unheard, and maybe even angry....

The call came in like any other.
But within seconds, it shifted.

“This is [bleep] ridiculous. You people are [bleep] clueless.”

No preamble. No warm-up. Just heat.
You’ve had a call like that. Most of us have.

And when it happens, your nervous system knows it before your brain does.

Your shoulde...

Have you ever found yourself in a customer service call that suddenly took a turn for the worse? We've all been there, and it's not a pleasant experience for anyone involved. But what if I told you that there are specific phrases that can derail a call faster than anything else? After training over ...