What do you do when a customer is being condescending and disrespectful—but you still have to help?

That’s the question a customer service professional asked me recently, and it stopped me in my tracks. Because I know how common—and how tough—this situation is. You’re doing your job. You’re show...

Do you ever feel like you're caught in the crossfire of a customer's frustration? As if you’re standing in front of a fire hose, overwhelmed by a torrent of complaints? It’s time to learn a crucial strategy from the Secret Service that can help you regain control and transform those heated interacti...

Have you ever wanted to know how to wrap up a call with a customer when you have no solution, and the customer's feeling some kind of way?

You know those moments when your customer isn't angry or argumentative, but instead feeling completely deflated? It’s a delicate scenario that demands a more...

Have you ever found yourself in that awkward moment at the end of a customer call, unsure whether to keep talking or wrap things up? You're not alone. Many customer service professionals struggle with recognizing the right time to close a conversation, leading to drawn-out calls and potential frustr...

As customer service professionals, we're often praised for our empathy. It's what allows us to connect with customers, understand their frustrations, and provide genuine support. But for those of us who are natural empaths, this gift can sometimes feel like a double-edged sword. We don't just hear o...

We've all been there. You're on a call with a frustrated customer, doing your best to help, when suddenly they drop the dreaded line: "I want to speak to your supervisor." Your heart sinks. Escalating won't change the outcome, but pushing back might worsen things. So what's the right move?

Here'...

Have you ever felt like you're walking on eggshells during a tense customer interaction? We've all been there. It's that moment when you can feel the frustration building, and you're desperately searching for the right words to say. What if I told you there's a simple, science-backed technique that ...

Have you ever found yourself in a situation where you need to say "no" to a customer, but you're worried about damaging the relationship? You're not alone. As customer service professionals, we often face the challenge of delivering bad news or setting boundaries while maintaining a positive rapport...

Have you ever experienced that racing heart when delivering bad news to a customer? Trust me, you’re not alone; this is a common challenge in customer service. However, let me assure you: delivering bad news can actually strengthen customer relationships. I’ve witnessed this transformation countless...

Delivering bad news to customers is one of the toughest challenges in customer service. Whether you're informing them that their order can’t be changed or that a much-loved product is unavailable, these moments can be delicate and have the potential to escalate if not approached thoughtfully. But wh...

Have you ever found yourself in a sticky situation with an angry customer, feeling like you're walking on eggshells? We've all been there. It's a challenging moment that can leave even the most seasoned customer service professionals feeling flustered. But what if I told you there's a simple yet pow...

Have you ever found yourself in a situation where a customer is venting their frustrations, and you struggle to regain control of the conversation? We've all been there. It's a challenging moment that can leave even the most experienced customer service professionals feeling overwhelmed. But what if...