Have you ever received an email from a company that made you feel truly heard and valued? I recently had such an experience with Blue Apron, and it got me thinking about the power of empathy in customer service emails. Let's dive into how we can craft responses that not only solve problems but also ...

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...