With empathy and a smile, customer support teams must give bad news, deal with angry people, and de-escalate intense interactions. Your team - and you- deserve support, and it's my pleasure to serve YOU!
I've designed customer service training for some of the world's...
We took my sonâs phone in for repair. After looking at the phone, the employee said. âLiquid has come in contact with this phone. Your warranty doesnât cover this, but we have several options. We can repair the unit, or we can sell you a refurbished model.â
While I wasnât happy to learn that weâ...
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet.
Will you help me?
Iâm working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season.
Help me make this training relevant to you by answering...
In my De-escalation Academy today, I taught how to politely yet firmly say ânoâ to a customer. I call the method âU S A.â Iâm sharing with you the very teaching from todayâs workshop.
Try out U S A and let me know how it works. For more ideas like this, check out De-escalation Academy.
Pra...
The number 1 thing it takes to get customers to accept your word as final and get angry customers to back down isâŚCONFIDENCE. In this video, youâll learn a 2-minute exercise that reduces the stress hormone cortisol while boosting the power hormone!
For more on
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Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down?Â
If so, have your employees watch this video before they talk to their next angry customer.
Disarming demanding customers takes psychology, and I break it down for your tea...
I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out Iâm already working with her new company for de-escalation train-the-trainer.
My client, thrilled that...
Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and watch the replay of my live Q & A!!
If you need help getting angry customers to back down, check out my De-escalation Academ...
As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right out of my De-escalation Training.
One. Coach Your Team to Acknowledge Customer Concern
When staff acknowledges how hard thi...
Research at Harvard showed us the power of the word âBecause.â The experiment had people ask to cut in a line of people waiting to use a copy machine.
Researchers had the peopl...
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The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Hereâs what we know, Hereâs what weâve done, Hereâs whatâs next Grab the worksheet I mention right here.
Note: I caught the typo, too late; that...
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on:
The customer doesnât trust you
The customer fears something
The customer sees you as a threat to getting what they want
Watch my video to get two powerful techniques you can use to preempt an esc...
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