https://youtu.be/B3UE8L9TvRc De-escalating angry customers requires a focused framework and solid soft skills. In this video, I break down the two must-have soft skills for de-escalation. For a focused framework for de-escalation, check out my De-escalation […]

When you can’t resolve the customer’s issue at the moment, try redirecting with the Feel, Felt, Found Method. https://youtu.be/JV6N7Sed34M For more help with de-escalating challenging interactions with customers, check out my 57 Phrases to De-escalating […]

https://youtu.be/rtgh83H7tcs When you can’t solve the customer’s issue immediately, how do you move the conversation forward and to closure?  One of the most challenging interactions you’ll have with customers is when you can’t do what […]

I feel icky writing this post. Last week I had to practice what I teach.  My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the […]

https://youtu.be/eCE6lmF6Wtc After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes […]

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a […]