A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a […]
Customized Engaging Online Customer Service Training
Gain the Confidence to Get Angry Customers to Back Down
De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word […]
How to Train and Support Remote Customer Service Employees
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions […]
Handling Foreign Accents Professionally + Using Positive Phrases
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Ready to Start Training Your Customer Service Team to De-escalate, But Not Sure Where to Start?
This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the […]
2 Ideas for Making Chat Friendly
How a chat agent impressed me, and how your agents can do the same with your customers Last week I had an inspiring chat discussion with my new auto insurance company. I loved that the […]
Empathy is a Powerful De-escalation Tool
Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process.
Make Chat Interactions Friendly by doing 4 easy things!
Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in […]
Shave 60-seconds Off Your AHT with this Technique!
I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost […]
3 Statements That Guide Customers to the Next Step
Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we knowHere’s what we’ve doneHere’s what’s next Was This Helpful? I’m asking […]
De-escalation Training for Customer Service & Soft Skills Training 