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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Now you can give your representatives even more skills for delivering the best customer experience and handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to ...

While I LOVE facilitating in-person customer service and de-escalation workshops, the number of booking requests I receive for in-person training far exceeds my capacity.

But the great news is, I offer engaging courses on LinkedIn Learning that are perfect for getting my customer service and de-esc...

A lot of the time, when a customer uses profanity or yells, they're baiting you. They have the upper hand if they can throw you off, ge...

Welcome to the call center customer service world, where every interaction matters, and building solid customer connections is the key to success. In this blog post, we'll explore the various techniques and strategies that can help you achieve exceptional call center customer service by establishing...

There is no doubt that the telephone is one of the best branding tools available. A telephone call gives you 3-5 minutes of your customer's undivided attention. When you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer ...

I got my first management title when I was twenty-six years old. The person I’d beat out for the position had been with the company 26 years, and in one hiring decision, this woman, who wanted my job, become my direct report.

She’d been with the company since before I was in kindergarten. And now I...

Are you tired of your employees feeling overwhelmed and stressed when dealing with angry customers? Enroll your team in my De-escalation Academy, and I’ll teach them the tactics to bring down the temperature in interactions, redirect conversations, and easily handle even the most challenging situati...

I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their words as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!

Here's a transparent and great question from one of my subscribers.

Question

How do I keep calm and maintain the right tone when a caller uses foul language and puts me on the defensive?

My answer 

First, it's entirely normal to feel defensive when we're disrespected. I love that you're aw...