Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. […]
Customized Engaging Online Customer Service Training
How to Use Psychological Priming to Get Customers to Accept Your Word As Final
Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call […]
How to De-escalate in Chat and Email
We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able […]
Regain control of a conversation with a customer using the jump rope technique
Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad […]
Get Angry Customers to Back Down!
My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the […]
Instantly regain control of a conversation and de-escalate using this technique
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer […]
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy!
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! […]
Another Way to Say ‘No’ to a Customer
In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try […]
What do you do when you can’t give the customer what they want?
I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food […]
The 3 Reasons Customers Pushback or Ask for a Supervisor, and What to Do About It
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust youThe customer fears somethingThe customer sees you as a threat to […]
De-escalation Training for Customer Service & Soft Skills Training 