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If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on:
The customer doesnā€™t trust you
The customer fears something
The customer sees you as a threat to getting what they want
Watch my video to get two powerful techniques you can use to preempt an esc...
Some of you know my undergrad degree is in Psychology. I taught college psych for several years before jumping into the customer service space.
I apply psychological principles to all my work in de-escalation and call control.Ā
In last weekā€™s super-fantastic 4-dayĀ De-escalationĀ Academy, I taug
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As a former Kmart associate and call center manager, I have encountered my fair share of difficult customers. From angry phone calls to in-person interactions, it can be challenging to de-escalate a situation and provide a positive customer experience. However, it is crucial to understand the import...
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