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 ...

A confident, respectful way to guide the conversation—and protect your time.

You know the call.
You greet the customer with warmth, ask how you can help—and then they’re off to the races.

They’re talking.
And talking.
And talking.

They circle the same issue multiple times.
They add in backstory, ...

Have you ever found yourself in a conversation where you're constantly interrupting or talking over the other person? It's a common habit, especially in high-pressure customer service situations. But here's the thing: interrupting your customers is like slamming on the brakes in the middle of a busy...

Delivering bad news to customers is a challenge that many face. As customer service professionals, we often feel anxious about saying "no" or explaining why we cannot meet a customer's expectations. Yet, there is a powerful way to communicate difficult news that not only alleviates your anxiety but ...

As we celebrate National Customer Service Week (October 7-11, 2024), it's the perfect time to invest in your professional growth. I've chosen, "Balanced Minds, Bright Service" for this year's team to remind us that exceptional customer care starts with taking care of ourselves.

I've handpicked f...

Ever felt like a punching bag after a tough customer interaction? You're not alone. Many of us in customer service find ourselves taking things personally when faced with difficult customers. It's a common challenge we can overcome with the right mindset and strategies.

It's a great sign that you c...

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...

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...

I just wrapped up filming two exciting courses at the LinkedIn Learning headquarters, and I couldn't wait to share the behind-the-scenes scoop with you all! 💫

First off, a huge shoutout to the incredibly talented makeup artist Tania Russell for working her magic and making me camera-ready! Seriousl...

Building rapport and demonstrating empathy are fundamental skills that set exceptional customer service representatives apart. Let me help you rock the customer experience by giving your employees the exact skillset they need to make personal, emotional connections with customers.

When you focus on...

Introduction to Empathy in Customer Service

In today's fast-paced and competitive business environment, a critical determinant of success is how well a company can connect with its customers. One key factor that's often overlooked yet plays a pivotal role in this is empathy for customer service. Bu...

Has your boss told you you're not friendly enough, that you lack a sense of warmth with customers? If so, what your supervisor is telling you is that you need to get better at showing empathy.

Watch my short video to discover the two easy things you can do to up your empathy game!

 For more ...