Have you ever encountered a situation where you followed every rule and applied your training, yet the customer was still upset? It’s a frustrating reality, but know that even the most seasoned customer service professionals face this challenge. The good news is that I’m here to help you navigate th...

I'm sitting in my office on this bone-chilling cold day, sipping hot apple cider, and feeling excited to share my insights on the top five trends that will shape the future of customer experience.

I'm sharing the top five customer service trends for 2025 with you, both leaders and frontline prof...

In the high-pressure world of customer service, every second counts. But what if I told you there's a way to speed up your calls without sacrificing quality? It's true! By tapping into the science of human behavior, we can create smoother, faster interactions that leave both you and your customers f...

In the fast-paced world of customer service, it's easy to get caught up in the whirlwind of metrics, protocols, and problem-solving. But what if I told you that the secret to exceptional customer experiences lies in something as simple as the way you speak? That's right - your voice can be your most...

Ever feel like your customer conversations are running longer than they should? You're not alone. As customer service professionals, we often find ourselves in situations where we need to wrap things up efficiently without making the customer feel rushed. The good news? With a few psychological tech...

Ever felt like you're trying to put out a fire with gasoline when dealing with an agitated customer? We've all been there. But what if I told you there's a simple yet powerful technique that can transform those heated interactions into productive conversations? Let's dive into the "move the bed" met...

When you're faced with a challenging customer situation and don't have all the answers, it's easy to feel overwhelmed. But what if I told you there's a simple yet powerful method that can help you navigate these tricky waters with confidence? Enter the 3W method - a game-changing approach that can t...

Have you ever received an email from a company that made you feel truly heard and valued? I recently had such an experience with Blue Apron, and it got me thinking about the power of empathy in customer service emails. Let's dive into how we can craft responses that not only solve problems but also ...

We've all been there - that moment when you hang up the phone after a challenging call, only to realize you have a mountain of after-call work to tackle before the next customer rings in. It's enough to make even the most seasoned customer service pro break out in a cold sweat. But what if I told yo...

“This call is being monitored for quality assurance.” This phrase can send shivers down the spine for many front-line customer experience (CX) professionals. It’s a stark reminder of the high-pressure environment they navigate daily. But it doesn’t have to be a source of stress.

In the ever-evolvin...

Welcome to the final day of National Customer Service Week, where our theme is, “Balanced Minds, Bright Service!” 

Dealing with demanding or unreasonable customers is a significant source of stress. In this video, I’ll show you how to set boundaries with difficult customers and protect your peace -...

After-call work can be a source of stress for anyone. working in customer service. So, today, for our Customer Service Week theme of "Balanced Minds, Bright Service," I'm giving you four tips for stremlining after-call work, so you get it down faster, and less stress.

I get it. After-call work is t...