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
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Picture this: you're in the middle of a heated email exchange with a client. Your jaw's clenched, your fingers are hovering over the keyboard, and you're crafting a response that's going to set the record straight once and for all. Sound familiar? Here's what I've learned after teaching de-escalatio...
This is the week when many of us step out of our routines.
Some people travel.
Some host. (This year I'm hosting Thanksgiving for the first time in a long while.)
Some recharge.
Some brace themselves.
And whether weā€™re talking about a packed airport, a busy store, a family gathering, or a tense cus...
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