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 situation where a customer is being downright disrespectful, but you still have to help them? It's a challenging spot that many customer service professionals face daily. You're doing your job, staying calm, and suddenly it feels like you're under attack. You're not...

Do you ever feel like you're caught in the crossfire of a customer's frustration? As if you’re standing in front of a fire hose, overwhelmed by a torrent of complaints? It’s time to learn a crucial strategy from the Secret Service that can help you regain control and transform those heated interacti...

As customer service professionals, we're often praised for our empathy. It's what allows us to connect with customers, understand their frustrations, and provide genuine support. But for those of us who are natural empaths, this gift can sometimes feel like a double-edged sword. We don't just hear o...

We've all been there. You're on a call with a frustrated customer, doing your best to help, when suddenly they drop the dreaded line: "I want to speak to your supervisor." Your heart sinks. Escalating won't change the outcome, but pushing back might worsen things. So what's the right move?

Here'...

Have you ever found yourself in a situation where a customer is venting their frustrations, and you struggle to regain control of the conversation? We've all been there. It's a challenging moment that can leave even the most experienced customer service professionals feeling overwhelmed. But what if...

Have you ever found yourself face-to-face with an irate customer, feeling like you're walking on eggshells? We've all been there. It's a challenging situation that can leave even the most seasoned customer service professionals flustered. But what if I told you there's a simple yet powerful techniqu...

Have you ever encountered a situation where you followed every rule and applied your training, yet the customer was still upset? It’s a frustrating reality, but know that even the most seasoned customer service professionals face this challenge. The good news is that I’m here to help you navigate th...

Ever felt like you're trying to put out a fire with gasoline when dealing with an agitated customer? We've all been there. But what if I told you there's a simple yet powerful technique that can transform those heated interactions into productive conversations? Let's dive into the "move the bed" met...

Welcome to the final day of National Customer Service Week, where our theme is, “Balanced Minds, Bright Service!” 

Dealing with demanding or unreasonable customers is a significant source of stress. In this video, I’ll show you how to set boundaries with difficult customers and protect your peace -...

Have you ever felt like you're fighting an uphill battle with customers who just won't take "no" for an answer? You're not alone. As customer service professionals, we often find ourselves in situations where our words can either diffuse tension or inadvertently escalate it. The good news? With a fe...