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.
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Videos
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 […]
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 […]
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 […]
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 […]
5 Ideas for Engaging (and fun) Virtual Meetings
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s […]
This Tip Helps You Get Angry Customers to Back Down
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In […]
Quick Tip for Giving Customers Bad News
It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound […]
Let Me Teach You How to Deliver Bad News to Customers
No one likes to deliver bad news to customers, but for a lot of us, delivering bad news is a regular part of business. You know the feeling – you probably get nervous, or you […]
Train Remote Agents With These Free short Videos
Mini-Workshop – The 3R De-escalation Method Control Calls with “Friendly” Customers 4 Things Customer Service Agents Can Do to Convey Empathy to Customers This is How to Move Calls to Closure How to Acknowledge Customer Concern- […]
De-escalation Training for Customer Service & Soft Skills Training 