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With over 2 million customer service professionals trained, I bring you psychology-backed strategies for de-escalation, empathy, boundary-setting, and call controlâall grounded in real-world call center experience.
âď¸ Backed by neuroscience
âď¸ Packed with phrases that work
âď¸ Built for busy frontline teams and their leaders
Whether you're leading calls or coaching a team, you'll find practical tools to turn tension into resolutionâwithout burnout.
Start with the latest posts belowâor grab a free resource while youâre here.
Join 120,000+ weekly readers and be the first to get psychology-backed articles that help you handle tough customers with calm, control, and confidence.
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...
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...
What can you do to get an angry customer to listen to you? I have a few tips and tactics for preempting escalations and getting customers to accept your words as final.
I have divided this post into challenging situations you will likely encounter. With my phrases, you can feel confident, talk asse...
As a seasoned professional in any industry, you've likely encountered your fair share of difficult customers. These challenging interactions can overwhelm you, frustrated, and sometimes downright exhausted. However, handling a difficult customer is a crucial skill for success in any customer-facing ...
It can be emotionally draining to deal with challenging customer interactions. I cannot overstate the importance of debriefing and decompressing after a difficult interaction. Here are my suggestions for leaders and frontline employees on how to process and learn from these experiences:
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With empathy and a smile, customer support teams must give bad news, deal with angry people, and de-escalate intense interactions. Your team - and you- deserve support, and it's my pleasure to serve YOU!
I've designed customer service training for some of the world's...
We took my sonâs phone in for repair. After looking at the phone, the employee said. âLiquid has come in contact with this phone. Your warranty doesnât cover this, but we have several options. We can repair the unit, or we can sell you a refurbished model.â
While I wasnât happy to learn that weâ...
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet.
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Iâm working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season.
Help me make this training relevant to you by answering...
In my De-escalation Academy today, I taught how to politely yet firmly say ânoâ to a customer. I call the method âU S A.â Iâm sharing with you the very teaching from todayâs workshop.
Try out U S A and let me know how it works. For more ideas like this, check out De-escalation Academy.
Pra...
The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down isâŚCONFIDENCE. In this video, youâll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!
For more on
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Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down?Â
If so, have your employees watch this video before they talk to their next angry customer.
Disarming demanding customers takes psychology, and I break it down for your tea...
I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out Iâm already working with her new company for de-escalation train-the-trainer.
My client, thrilled that...
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