Picture this: you're eight years old, sitting in a doctor's waiting room, and your stomach is in knots because you know you're about to get a shot. But instead of sterile white walls and uncomfortable chairs, you're surrounded by a magical spaceship playground that makes you forget all about your fe...

Picture this: you're listening to a call recording where a customer started out perfectly reasonable, but by the end, they're demanding a supervisor and threatening to take their business elsewhere. Your team member looks defeated and says, "They were just impossible to work with." Sound familiar?

Picture this: you've just delivered the news a customer didn't want to hear. Maybe it's a policy they can't get around, a service you can't provide, or a fee they have to pay. You've explained everything clearly, but they're still on the line. And they keep asking the same questions, hoping for a di...

Have you ever found yourself in a customer service call that suddenly took a turn for the worse? We've all been there, and it's not a pleasant experience for anyone involved. But what if I told you that there are specific phrases that can derail a call faster than anything else? After training over ...

Ever feel like you're stuck in a never-ending customer service call? You know, the kind where you're repeating yourself, the customer is going in circles, and your average handle time is skyrocketing? I've been there, and I know it's frustrating. But here's the thing: fast, focused calls aren't abou...

We’ve all been there: A customer is venting, repeating themselves, or escalating fast. You’re trying to stay composed and guide the conversation—but then something slips out:

“Calm down.”

“My supervisor will just tell you the same thing.”

“I’m just trying to help.”

“Ma’am, if you’ll just l...

A confident, respectful way to guide the conversation—and protect your time.

You know the call.
You greet the customer with warmth, ask how you can help—and then they’re off to the races.

They’re talking.
And talking.
And talking.

They circle the same issue multiple times.
They add in backstory, ...

What do you do when a customer is being condescending and disrespectful—but you still have to help?

That’s the question a customer service professional asked me recently, and it stopped me in my tracks. Because I know how common—and how tough—this situation is. You’re doing your job. You’re show...

Have you ever wanted to know how to wrap up a call with a customer when you have no solution, and the customer's feeling some kind of way?

You know those moments when your customer isn't angry or argumentative, but instead feeling completely deflated? It’s a delicate scenario that demands a more...

Have you ever found yourself in that awkward moment at the end of a customer call, unsure whether to keep talking or wrap things up? You're not alone. Many customer service professionals struggle with recognizing the right time to close a conversation, leading to drawn-out calls and potential frustr...

Have you ever found yourself in a situation where a customer is venting their frustrations, and you struggle to regain control of the conversation? We've all been there. It's a challenging moment that can leave even the most experienced customer service professionals feeling overwhelmed. But what if...

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...