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Before you explain the policy…
Before you pull up the account…
Before you “solve the issue”…
The most important thing you can do is connect.
And that connection?
It starts in the first few seconds—with your tone, your words, and the emotional energy you bring to the conversation.
Whether you’re c...
Are you a customer service professional working in English, but it's not your first language? You're not alone. Many of us face the challenge of communicating effectively in a language we're still mastering. But here's the good news: you don't need perfect English to provide excellent customer servi...
Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers.Â
That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more?Â
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.
When we moved to Q & A,...
Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve t
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Get started today before this once in a lifetime opportunity expires.
