After three years, I'm back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen! Following that, I'm in the green room to fluff out my fro and pray, a...

I feel icky writing this post.

Last week I had to practice what I teach. 

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong. Instead of getting our standard welcome email with login details, each o...

The language we use can make or break a customer experience. Customer service phrases are more than just words; they are the building blocks of a great customer service experience. In this article, I will discuss the key elements of effective customer service verbiage and share some winning phrases ...

As a customer service representative, dealing with difficult customers is an inevitable part of the job. Whether it's an angry customer, a frustrated client, or a dissatisfied customer, it's essential to have the necessary skills and strategies to handle these situations effectively. In this article...

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It's a crucial skill ...

Breaking bad news is one of the most challenging aspects of customer service. It's always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it's your responsibility to deliver this new...