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Handle Hard Calls Like a Pro—Without Losing Your Cool

Join the 120,000+ weekly readers who trust this blog to help them lead with calm, clarity, and confidence.

With over 2 million customer service professionals trained, I bring you psychology-backed strategies for de-escalation, empathy, boundary-setting, and call control—all grounded in real-world call center experience.

✔️ Backed by neuroscience
✔️ Packed with phrases that work
✔️ Built for busy frontline teams and their leaders

Whether you're leading calls or coaching a team, you'll find practical tools to turn tension into resolution—without burnout.

👉 Start with the latest posts below—or grab a free resource while you’re here.

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The First 30 Seconds Can Make or Break the Customer Experience building rapport with customers call center telephone skills call center training
How to Spot the Right Time to End a Call—and Lower AHT call center telephone skills call control
Don't Cut Them Off! Mastering the Yield for Calmer Customer Calls building rapport with customers call center telephone skills linkedin learning
7-Step Call Flow Strategy for Customer Service Calls call center telephone skills friendly customer service improving telephone skills smooth call transitions telephone customer experience telephone skills training
 
Elevate Your Customer Service By Speaking In Complete Sentences building rapport with customers call center telephone skills
The Power of Positive Language: How it Can Transform Live Chat and Phone Calls building rapport with customers call center telephone skills live chat best practices telephone skills training
Unlock the Secrets of Exceptional Call Center Customer Service: Top Techniques for Establishing Strong Connections with Every Caller building rapport with customers call center telephone skills chat customer service best practices
Mastering Call Flow: The Ultimate 9-Step Telephone Strategy for Contact Centers call center telephone skills telephone skills training
20 Impactful Tips to Transform Your Call Center Telephone Customer Experience call center management call center telephone skills
Bring Life to Dead Air Space on Customer Calls call center telephone skills telephone skills training
When You Have Difficulty Pronouncing Your Customer's Name, I Want You to Say: call center telephone skills customer service soft skills
10 Proven Telephone Skills Every Call Center Agent Should Know call center telephone skills

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