Have you ever found yourself in a sticky situation with an angry customer, feeling like you're walking on eggshells? We've all been there. It's a challenging moment that can leave even the most seasoned customer service professionals feeling flustered. But what if I told you there's a simple yet pow...

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...

In today's competitive business landscape, customer satisfaction is the key to success. One of the most critical aspects of customer satisfaction is how businesses handle mistakes and apologize to their customers. Making errors is inevitable for any business, but how we react to those errors can mak...

Here's a smart question from Trisha, one of my email subscribers.

I work with a team that provides email support. I have seen a trend that I'm not sure how to address.

When de-escalating through email, they often apologize two to four times within a single interaction. Sometimes they will add in a...

I feel icky writing this post.

Last week 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 o...