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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.
✔️ Backed by neuroscience
✔️ Packed with phrases that work
✔️ Built for busy frontline teams and their leaders
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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I'm reading questions from my YouTube channel and sharing this question from one of my subscribers.
How do I improve NPS and CX scores in my organization?Â
I love that you're focused on improving two of the most critical customer service measures. Here's the advice I share with CX leaders. To impr...
