Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be […]
Customized Engaging Online Customer Service Training
How to Manage Customer Service During COVID-19 Holiday Season
This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides […]
What do you do when you can’t give the customer what they want?
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 be sharing more […]
Give customers bad news using five easy steps
Feel more confident. Get less backlash. Nudge customers to accept your word as final. Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. […]
A DAY IN THE LIFE OF A DIGITAL TRAINER//PLUS Get Confident Giving Customers Bad News!!!
Grab the “Delivering Bad News” worksheet here, and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.
The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!)
The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the […]
Get customers to accept your word as final – a Mini Workshop
Grab your slides from this video for quick reference to the four tips. Getting customers to accept your word as final comes down to confidence. When a customer service representative has to say, “The previous owner has […]
Free Soft Skills Training: Best Practices: Customer Service Representatives
I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions […]
What to Say When a Customer Cusses at You and 4 Other Tough Situations
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the […]
8 FREE customer service classes on LinkedIn Learning!
Just about weekly, a customer service representative reaches out to me on social media or email for help. Help to control calls. Help to de-escalate intense interactions. Help with showing empathy. Help with chat customer […]
De-escalation Training for Customer Service & Soft Skills Training 