Are you tired of your employees feeling overwhelmed and stressed when dealing with angry customers? Enroll your team in my De-escalation Academy, and I’ll teach them the tactics to bring down the temperature in interactions, redirect conversations, and easily handle even the most challenging situati...

I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their words as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!

What can you do to get an angry customer to listen to you? I have a few tips and tactics for preempting escalations and getting customers to accept your words as final.

I have divided this post into challenging situations you will likely encounter. With my phrases, you can feel confident, talk asse...