We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” “We’ve temporarily closed a number of our call centers for the […]
Customized Engaging Online Customer Service Training
Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era
COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level […]
What I Wish Everyone New About Why Calls Go Longer Than We Want (Contact Center Call Control)
Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view […]
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that […]
Let Me Help You De-escalate Intense Interactions During the Stressful COVID-19 Times (Free Online Training)
I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. […]
If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.
As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are […]
Work- Life Balance While Working Remotely
Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us […]
De-escalation Training for Customer Service & Soft Skills Training 