The call came in like any other.
But within seconds, it shifted.

“This is [bleep] ridiculous. You people are [bleep] clueless.”

No preamble. No warm-up. Just heat.
You’ve had a call like that. Most of us have.

And when it happens, your nervous system knows it before your brain does.

Your shoulde...

Have you ever found yourself in a situation where a customer is being downright disrespectful, but you still have to help them? It's a challenging spot that many customer service professionals face daily. You're doing your job, staying calm, and suddenly it feels like you're under attack. You're not...

Welcome to the final day of National Customer Service Week, where our theme is, “Balanced Minds, Bright Service!” 

Dealing with demanding or unreasonable customers is a significant source of stress. In this video, I’ll show you how to set boundaries with difficult customers and protect your peace -...

Have you ever found yourself in a heated conversation with a customer, desperately wanting to say, "Just calm down!"? If so, you're not alone. But here's the thing: telling someone to calm down is like throwing gasoline on a fire. It doesn't work, and it often makes the situation worse.

Let's face ...

Have you ever felt like you're fighting an uphill battle with customers who just won't take "no" for an answer? You're not alone. As customer service professionals, we often find ourselves in situations where our words can either diffuse tension or inadvertently escalate it. The good news? With a fe...