Ever felt like you're trying to put out a fire with gasoline when dealing with an agitated customer? We've all been there. But what if I told you there's a simple yet powerful technique that can transform those heated interactions into productive conversations? Let's dive into the "move the bed" met...

Recently, I had to practice what I teach. 

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong. Instead of getting our standard welcome email with login details, each of the 51 employees was bom...

Here are 26 ideas you can print off and share with your customer service employees. Or, you could share these ideas in a quick 3-minute training.

The ABC'S of Complaint Handling

Act as if every lost customer’s value to the company comes from your paycheck.

Believe in the best of customers. Don...