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 I’m already working with her new company for de-escalation train-the-trainer.
My client, thrilled that...
Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers.Â
That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more?Â
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on:
The customer doesn’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.Â
In last week’s super-fantastic 4-day De-escalation 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. Yet it is crucial to understand the importa
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