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Handle Hard Calls Like a Pro—Without Losing Your Cool
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With over 2 million customer service professionals trained, I bring you psychology-backed strategies for de-escalation, empathy, boundary-setting, and call control—all grounded in real-world call center experience.
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Whether you're leading calls or coaching a team, you'll find practical tools to turn tension into resolution—without burnout.
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Have you ever hung up the phone after a difficult customer call and felt like you were still carrying the weight of that interaction? Like a heavy backpack you can't seem to take off, the stress and negativity linger, affecting your mood and performance for the rest of the day. If this sounds famili...
As customer service professionals, we're often praised for our empathy. It's what allows us to connect with customers, understand their frustrations, and provide genuine support. But for those of us who are natural empaths, this gift can sometimes feel like a double-edged sword. We don't just hear o...
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Happy National Customer Service Week 2024!
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My theme for 2024 is close to my heart: "Balanced Minds, Bright Service."Â
This isn't just another catchy phrase -this is real talk, that can transform the way we approach customer service and create a more positive, healthy, productive work enviro...
We've all been there - that moment after a challenging customer interaction when you feel drained, frustrated, and maybe even questioning your ability to handle the next call. But here's the thing: bouncing back from these tough encounters is not just possible, it's essential for delivering consiste...
We know how crazy it can get in customer service, with calls, emails, and customer demands taking up all our time. But what if I told you that you can practice mindfulness right at your desk without missing a beat in your workday?
As someone who's spent years in customer service, I understand the u...
Customer Service Week is right around the corner, and I'm overflowing with excitement! This year, we're embracing a new approach to celebrate the incredible work you do every day. Our theme? "Balanced Minds, Bright Service." It's all about nurturing your well-being so you can shine even brighter in ...
Customer Service Week is just around the corner, (October 7-11) and I'm excited to share some fun and innovative ways to celebrate this important event with your team. As someone who's passionate about delivering exceptional customer experiences, I believe it's crucial to recognize and appreciate th...
I was mindful of burnout and morale when I managed a call center 20 years ago, but I didn't consider my employees' mental health. Or my mental health. Now that I know better, I want to help you do better than I did.
We must focus on mental health just as we watch metrics, attitudes, and adherence t...
