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Weekly articles, usually with videos

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

Browse articles below.

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From Rage to Rapport: The 3-Step Chain for De-escalating Tense Calls call center de-escalation customer service de-escalation how to handle difficult customers
Defuse Tough Customer Calls: The 3W Method for Staying in Control call center de-escalation customer service de-escalation de-escalation de-escalation for customer service
 
Revealed: Top Secrets for Gracefully Ending Impossible Customer Requests call center de-escalation customer service de-escalation how to handle difficult customers live chat best practices
 
20 Phrases to Set Boundaries with Difficult Customers call center de-escalation customer service de-escalation de-escalation
Emotional Agility in De-escalation for Customer Service: How to Navigate Tricky Situations with Poise and Empathy 30-minute customized video training call center de-escalation customer service de-escalation de-escalation linkedin learning
When Customers Use the Bait Tactic, This Is What You Do call center de-escalation customer service de-escalation de-escalation
Words Matter in De-escalating Customers call center de-escalation customer service de-escalation de-escalation
Mastering the Art of Handling Difficult Customers: A Guide to Creating Positive Conversations call center de-escalation customer service de-escalation de-escalation
5 Phrases That Work Better Than "Ma'am, I Need You to Calm Down." call center de-escalation customer service de-escalation de-escalation
7 Phrases Customer Service Agents with Astute De-escalation Skills Use Everyday call center de-escalation customer service de-escalation de-escalation
I'm in San Diego this week to facilitate a workshop on de-escalation for customer service call center de-escalation
Stay Cool and Win Them Over: Effective Strategies for Handling Angry Customers in Live Chat call center de-escalation chat customer service best practices customer service de-escalation live chat best practices

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