Have you ever felt like a customer was deliberately trying to push your buttons? You're not alone. In the world of customer service, we often encounter individuals who use what I call the "bait tactic" - a challenging behavior designed to provoke, frustrate, or elicit a negative reaction from you. B...

Let's face it: if we could always say "yes" to our customers, our jobs would be a breeze. But that's not the reality we live in. Sometimes, we have to give bad news, explain that there's no immediate solution, or can't meet a customer's expectations. So, how do we navigate these complex situations w...

Have you ever found yourself in a tricky situation where you simply can't give a customer what they want? It's a common challenge in customer service, and it can leave even the most experienced professionals feeling stuck. But don't worry - I've got a powerful three-step framework that will help you...

Ever felt like a punching bag after a tough customer interaction? You're not alone. Many of us in customer service find ourselves taking things personally when faced with difficult customers. It's a common challenge we can overcome with the right mindset and strategies.

It's a great sign that you c...

No matter how much we wish we could, we can only sometimes resolve every customer's problem. We might not have the answers. Sometimes, we have trouble understanding what the customer wants. Communication can be a barrier. The great news is that we can significantly impact how our customers perceive ...

Good negotiators have mastered the skill of pacing others. They mirror the verbal expression or body language of the person they're talking to, and this pacing helps them create rapport and puts them in the best position to influence the outcome. 

You can use pacing to influence the outcome of inte...

In this video, I'll show you how to assert yourself with your approach and your vocal tone, so customers take you seriously and accept your word as final. 

Assertiveness is to:

Say what you mean.

Mean what you say.

Don't be mean when you say it.

Assertive Tone

It's important that cust...

When you can't solve the customer's issue immediately, how do you move the conversation forward and to closure? 

One of the most challenging interactions you'll have with customers is when you can't do what they want - when you must deny a request, say no, or can't give a solution at that moment. 

What is Aikido?

It can be challenging to remain calm and composed when dealing with an angry customer. We often turn to the traditional approach of using logic and reason to try and resolve the situation. You might have yet to hear about an alternative strategy: conversational Aikido.

Aikido is a ...

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...

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked) 

When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want.

To customers, it’s t...