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 […]
De-escalation Training for Customer Service & Soft Skills Training
Customized Engaging Online Customer Service Training
Two Soft Skills for De escalation
https://youtu.be/B3UE8L9TvRc De-escalating angry customers requires a focused framework and solid soft skills. In this video, I break down the two must-have soft skills for de-escalation. For a focused framework for de-escalation, check out my De-escalation […]
Use Feel, Felt, Found to Redirect Angry Customers
When you can’t resolve the customer’s issue at the moment, try redirecting with the Feel, Felt, Found Method. https://youtu.be/JV6N7Sed34M For more help with de-escalating challenging interactions with customers, check out my 57 Phrases to De-escalating […]
When You Can’t Solve the Customer’s Issue Immediately, Try This.
https://youtu.be/rtgh83H7tcs When you can’t solve the customer’s issue immediately, how do you move the conversation forward and to closure? One of the most challenging interactions you’ll have with customers is when you can’t do what […]
Gracefully Navigating Hiccups: Mastering the Art of Handling Co-Worker Slip-ups with Customers
We both know that co-workers can sometimes make mistakes that negatively impact customers. It can be frustrating and even embarrassing. In this post, I’m sharing some tips on gracefully handling co-worker slip-ups with customers. Empathy […]
Breaking Bad News in Chat: A Contact Center Guide for Delicate Delivery
Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is […]
Mastering the Art of Signposting: A Guide to Controlling Calls with Ease
When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language […]
How to Write an Apology Letter to a Customer
I feel icky writing this post. Last week I had to practice what I teach. My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the […]
Behind the Workshop – Filming Week at LinkedIn Learning
https://youtu.be/eCE6lmF6Wtc After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes […]
5 Ways to Get Your AHT (Average Handle Time) Down Fast
One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a […]
5 Effective Call Control Strategies for Contact Center Agents
Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how […]