Â
Handle Hard Calls Like a Pro—Without Losing Your Cool
Join the 120,000+ weekly readers who trust this blog to help them lead with calm, clarity, and confidence.
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.
Start with the latest posts below—or grab a free resource while you’re here.
Get My Best De-escalation Scripts, Tools & Tactics—Straight to Your Inbox
Join 120,000+ weekly readers and be the first to get psychology-backed articles that help you handle tough customers with calm, control, and confidence.
On a morning walk with my good friend, I mentioned that I wanted to put in wood flooring. My friend told me that her friend recently had a contractor install wood floors in her home and that she was happy with the job.
Â
I visited this person's home and was impressed with the flooring. Three month...
