I left my mammogram appointment today the way I leave it every year, a little amazed at how easy they made it. Same clinic, same yearly visit, and every time the morning runs like it was designed by someone who thought about me before I arrived. Because it was. What looks like a smooth hour is act
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Most customer service training prepares you for anger. Almost none of it prepares you for tears. Everything changes the moment a customer stops shouting and starts crying. The script you were trained on goes quiet, and human biology takes the wheel. This is where empathetic de-escalation lives, in
...An AI taught me the most disarming word in customer service. When I am frustrated with the AI I work with every day, I correct it, and sometimes I vent. It never matches my energy. It does not get defensive. It says one word, "Understood," tells me what it is doing next, and fixes the thing. Every
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There is a customer in my training room who does not exist. She joins the breakout room already hot, a 5 out of 5 on my intensity scale. She talks over the agents, demands a supervisor, and threatens to take it public. The four people in the room have one job: bring her from a 5 down to a 1, togethe...
The industry calls them AI agents. I call them an AI workforce. That is not a small distinction, and I want to start here, because the word you choose shapes how your team feels walking into this change.
When you say "AI agents," your frontline hears "the thing that replaces me." When you say "AI
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Section Manager.
I had no idea what that meant. So I asked. And here is what I learned, at least at that company. A Section Manager did not manage people. No direct reports. What you managed was a process or a function. In my case, I was a Training Section Manager. I researched, designed, and built...
Every day, your customer service team faces emotional customers, long handle times, and stressful escalations. One frustrated caller can disrupt not only the customer experience, but also the emotional state of your employees for the rest of the day.
As leaders, we want our teams to stay calm, take...
Have you ever sat through a training session and wondered, "What's the point of all this?" You're not alone. As customer service professionals, we're often bombarded with training that feels more like a checkbox exercise than a genuine opportunity for growth. But what if I told you there's a simple ...
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