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Weekly articles, usually with videos

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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Defuse Tough Customer Calls: The 3W Method for Staying in Control call center de-escalation customer service de-escalation de-escalation de-escalation for customer service
 
20 Phrases to Set Boundaries with Difficult Customers call center de-escalation customer service de-escalation de-escalation
Emotional Agility in De-escalation for Customer Service: How to Navigate Tricky Situations with Poise and Empathy 30-minute customized video training call center de-escalation customer service de-escalation de-escalation linkedin learning
When Customers Use the Bait Tactic, This Is What You Do call center de-escalation customer service de-escalation de-escalation
Words Matter in De-escalating Customers call center de-escalation customer service de-escalation de-escalation
Mastering the Art of Handling Difficult Customers: A Guide to Creating Positive Conversations call center de-escalation customer service de-escalation de-escalation
5 Phrases That Work Better Than "Ma'am, I Need You to Calm Down." call center de-escalation customer service de-escalation de-escalation
7 Phrases Customer Service Agents with Astute De-escalation Skills Use Everyday call center de-escalation customer service de-escalation de-escalation
A 3-Step Guide to Elegantly Managing Complex Interactions with Customers call control customer service de-escalation de-escalation how to handle difficult customers
Customer Service Employees Are Therapists, Cops, Negotiators, and Conflict Resolution Experts. call center de-escalation customer service de-escalation de-escalation
The 5 Habits We Must Dodge When De-escalating Angry Customers call center de-escalation customer service de-escalation de-escalation
Getting Angry Customers to Back Down Sounds Like: (a 45-second read) call center de-escalation customer service de-escalation de-escalation de-escalation for customer service

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