I recently listened to a sample of recorded calls for a client. I do this a lot before delivering workshops for companies so I can see how employees handle customer calls. 

When I listened to these calls, I heard lots of interruptions. The employees should have let customers finish their sentenc...

I got bad news from a company, and it was delivered over email. I’m going to share with you the actual email I received, but I’ll leave out any identifying information.

The subject of the email read “Reward Points Denied.”

Dear Myra,

I regret to inform you that your request for Reward point...

On a morning walk with my good friend, I mentioned that I wanted to put in wood flooring. My friend told me that her friend recently had a contractor install wood floors in her home and that she was happy with the job.

I visited this person's home and was impressed with the flooring. Three month...

Date of birth? 

Last name? 

Zip code? 

Have you ever had a conversation with a customer service person that went something like that?

A lot of people ask questions this way. The problem with talking in little bytes is it sounds robotic. And it's hard to create rapport with customers if you...

When your customer is ranting, explaining, venting, and you're at a loss for how to take the reins from them and move the call forward, try the 3-step Snatch & Flip approach.

1. Listen to grasp the problem the customer is explaining.
2. Try to identify the thing that is most upsetting to your custo...

Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you.

Are you 100% confident you can handle it?

If not, I've got the perfect program for you. Step into this course and learn how to create positive...

While I LOVE facilitating in-person customer service and de-escalation workshops, the number of booking requests I receive for in-person training far exceeds my capacity.

But the great news is, I offer engaging courses on LinkedIn Learning that are perfect for getting my customer service and de-esc...

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. In this course, I explain why customer calls get out of hand and i...

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...