A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll share more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you ...

I'm inside my digital classroom answering questions and sharing a question and my answer.

Here's the question, "How do I deliver bad news in medical insurance companies?"

To deliver bad news in medical insurance companies, it's crucial to maintain professionalism, empathy, and transparency. ...

I'm on my YouTube channel reading comments and questions, and this question from a subscriber stood out for me.

When a customer demands someone from the United States or someone whose first language is English, what do you do?

Here's my answer.

I'm sorry you have to deal with customers who are...

Here's a transparent and great question from one of my subscribers.

Question

How do I keep calm and maintain the right tone when a caller uses foul language and puts me on the defensive?

My answer 

First, it's entirely normal to feel defensive when we're disrespected. I love that you're aw...