I'm creating a new online course focusing on helping chat support agents create rapport with customers, preempt escalations, and drive interactions to closure faster! Tell me what you want in a live chat support course so I can make it awesome. 

Click here to give me your feedback here!

In this video, I'll show you how to assert yourself with your approach and your vocal tone, so customers take you seriously and accept your word as final. 

Assertiveness is to:

Say what you mean.

Mean what you say.

Don't be mean when you say it.

Assertive Tone

It's important that cust...

No single language choice makes live chats and emails sound more human than well-chosen pronouns. 

Personal pronouns are: I, me, you, we, us, he, him, she, her, they, them.

You already use personal pronouns every day in texts and in conversation. We all talk with the natural, casual tone tha...

When you can't resolve the customer's issue at the moment, try redirecting with the Feel, Felt, Found Method.

For more help with de-escalating, check out my De-escalation Academy.

When you can't solve the customer's issue immediately, how do you move the conversation forward and to closure? 

One of the most challenging interactions you'll have with customers is when you can't do what they want - when you must deny a request, say no, or can't give a solution at that moment. 

In my de-escalation and customer service workshops, I force conflict with your team, step back, and observe how they work through the issue. Frustration, lack of listening, and failure are expected during the exercise.

My next step is to debrief the activity to reveal best practices for problem-so...

What is Aikido?

It can be challenging to remain calm and composed when dealing with an angry customer. We often turn to the traditional approach of using logic and reason to try and resolve the situation. You might have yet to hear about an alternative strategy: conversational Aikido.

Aikido is a ...

Sometimes, customers complain about your accent or need assistance understanding you. First, let me say, I'm sorry you have to deal with impatient and sometimes unfair customers.

The most important thing to remember in these situations is to handle them professionally and empathically. If you rece...

Stepping into a new role as a first-time supervisor or manager can be exciting and daunting. After all, it's a significant step up in responsibility, and it's natural to feel unsure of what to expect. To help you navigate this transition, management training programs offer essential tools and insigh...

I was mindful of burnout and morale when I managed a call center 20 years ago, but I didn't consider my employees' mental health. Or my mental health. Now that I know better, I want to help you do better than I did.

We must focus on mental health just as we watch metrics, attitudes, and adherence t...

Chat is the primary method of customer support for most of my clients, as opposed to phone calls and emails. Here are my 35 best tips for mastering chat interactions, which I share with my clients.

10 Chat Techniques for Building Rapport with Customers

1. Use personal pronouns: Use "I," W...

One of the most challenging aspects of customer service is dealing with angry and upset customers. Often, these situations can escalate quickly, leading to negative consequences for both the customer and the company. This article will explore customer service de-escalation techniques to help you sou...