I'm inside my digital classroom answering questions and sharing a question and my answer.

Here's the question, "How do I deliver bad news in medical insurance companies?"

To deliver bad news in medical insurance companies, it's crucial to maintain professionalism, empathy, and transparency. ...

Becoming a manager in a contact center can be both exciting and challenging. This new role offers an opportunity to impact the organization and its customers significantly. However, new contact center managers often face a steep learning curve and unique challenges. As a new manager, you are respons...

I'm reading questions from my YouTube channel and sharing this question from one of my subscribers.

How do I improve NPS and CX scores in my organization? 

I love that you're focused on improving two of the most critical customer service measures. Here's the advice I share with CX leaders. To impr...

I'm on my YouTube channel reading comments and questions, and this question from a subscriber stood out for me.

When a customer demands someone from the United States or someone whose first language is English, what do you do?

Here's my answer.

I'm sorry you have to deal with customers who are...

Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you.

Are you 100% confident you can handle it?

If not, I've got the perfect program for you. Step into this course and learn how to create positive...

Customer Service Master Class

The most comprehensive training for onboarding, up-skilling, and re-skilling customer service employees

Customer Service Master Class is the only training of its kind that not only prepares your employees to support customers with friendliness, empathy, and concern (o...

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked) 

When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want.

To customers, it’s t...

My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down.

"Get Angry Customers to Back Down" is the only training for customer service that sh...

I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning.

I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn!

The #GreatReshuffle has inspired millions of people to ...

Feel more confident. Get less backlash. Nudge customers to accept your word as final.

Give customers bad news using five easy steps based on how doctors give bad news to patients and their families.

Worksheet to practice giving bad news.

Miss part one of this series? See it here.

Ackn...

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