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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.

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A 3-Step Guide to Elegantly Managing Complex Interactions with Customers call control customer service de-escalation de-escalation how to handle difficult customers
Preempt Escalations by Pacing Your Customer customer service de-escalation how to handle difficult customers
Mastering the Art of Assertiveness: Winning Over Angry Customers with Confidence how to handle difficult customers
When You Can't Solve the Customer's Issue Immediately, Try This. customer service de-escalation how to handle difficult customers
Harnessing the Power of Conversational Aikido to Redirect Challenging Customer Conversations how to handle difficult customers verbal aikido
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
Master the Magic of Partnering Language: Your Ultimate Guide to Diffusing Tense Conversations and Soothing Panicked Customers 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
When the Customer's Tone or Language Puts You on the Defensive, Here's What I Want You to Do. how to handle difficult customers q & a
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

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