When you can't resolve the customer's issue at the moment, try redirecting with the Feel, Felt, Found Method.

For more help with de-escalating, check out my De-escalation Academy.

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...

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...

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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...