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Weekly articles you can read in 8 minutes 

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

Browse articles below.

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Getting Angry Customers to Back Down Sounds Like: call center de-escalation customer service de-escalation de-escalation de-escalation for customer service
How to Sound and Feel Confident When De-escalating Angry Customers call center de-escalation customer service de-escalation de-escalation how to handle difficult customers
5 Comebacks for the Customer Who Tries to Intimidate You customer service de-escalation de-escalation how to handle difficult customers
57 Phrases to De-escalate Any Angry Customer call center de-escalation customer service cheat sheets customer service de-escalation de-escalation how to handle difficult customers
Conquer Tough Conversations: Master Aikido Techniques to Tackle Difficult Customers with Ease de-escalation how to handle difficult customers verbal aikido
How to Debrief After a Difficult Call with a Customer de-escalation how to handle difficult customers
Stop the Domino Effect: Expert Insights on Curbing Escalations in Your Call Center de-escalation de-escalation training
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how. de-escalation de-escalation training
What to Say When a Customer Cusses at You and Other Tough Situations de-escalation q & a
Another Way to Say 'No' to a Customer de-escalation de-escalation training how to say no to a customer
2 Minutes to Supreme Self-Confidence de-escalation
Watch this before you talk to your next angry customer (3 Keys to De-escalating) de-escalation de-escalation training

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