When your customer is ranting, explaining, venting, and you're at a loss for how to take the reins from them and move the call forward, try the 3-step Snatch & Flip approach.

1. Listen to grasp the problem the customer is explaining.
2. Try to identify the thing that is most upsetting to your custo...

No matter how much we wish we could, we can only sometimes resolve every customer's problem. We might not have the answers. Sometimes, we have trouble understanding what the customer wants. Communication can be a barrier. The great news is that we can significantly impact how our customers perceive ...

Good negotiators have mastered the skill of pacing others. They mirror the verbal expression or body language of the person they're talking to, and this pacing helps them create rapport and puts them in the best position to influence the outcome. 

You can use pacing to influence the outcome of inte...

When you're supporting customers outside your native language, feeling uncomfortable and fear you don't sound natural is normal. But, with a few simple tips, you can become more confident and communicate naturally.

• Practice speaking the language as much as possible. The more you speak your cus...

How do you handle the customer who is over-talking you, verbally attacking, or insulting you? That's coming up in my final National Customer Service Week 2023 session.

When your customer refuses to listen, verbally attacks you, or demands your supervisor, they try to control or influence you, hopin...

Hey there! Welcome to Day 4 of National Customer Service Week! I hope you’re feeling celebrated and magical today!

Yesterday, you learned how to Say What You Mean, Mean What You Say, Without Being Mean When You Say It.

AND, you put together a self-love anthems playlist! You did curate your list,...

Welcome to Customer Service Week Day 3! I hope yesterday was a celebration for you! And that you’re feeling like the magic you are! 

Day 3 Video Feature: Improving Your Assertive Communication

In today's video, I combine assertive words and phrases with a strong tone, as learned in yesterday's ...

Welcome to Day 2 of National Customer Service Week! Before we get into today's topic, let me ask: How did you celebrate yesterday? 

Did you make your list of ten things that make you happy? Remember, you are the magic; you must protect your magic by nurturing yourself.

If you missed yesterday...

Happy National Customer Service Week! This year's theme is "You Make the Magic Happen"!

I am honored and grateful to be partnering with the official celebration for the third consecutive year! Each day during National Customer Service Week, I'm hosting a short (around ten minutes) inspirationa...

A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll share more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you ...

When a customer is unhappy, how you respond can distinguish between a minor hiccup and a full-blown escalation. Here are five things you should avoid when dealing with upset customers.

One. Refusing to Admit the Customer’s Perspective

Never tell a customer they are wrong. If you tell a customer th...