Customer service is hard work! With empathy and a smile, you have to give bad news, deal with angry people, and de-escalate intense interactions. You deserve support, and it's my pleasure to serve YOU!
I've designed customer service training for some of the world's top brands, including Coca-Cola, Walmart, McDonald's, Michelin Tires, Frito-Lay, Salesforce, and the Jacksonville Jaguars. I'm the creator of De-escalation Academy and Customer Service Master Class.
Over 1 million people have taken my LinkedIn Learning courses, and my blog has over 1.9 million views.
My Training Clients Include:
Coca-Cola McDonald’s Frito-Lay Jacksonville Jaguars National Football League Michelin Tires Salesforce AARP Vera Bradley LinkedIn LinkedIn Learning Survey Monkey Ally Bank Lincoln Financial CDC (Centers for Disease Control) Lowe’s A+ Federal Credit Union
Hi! Found you via an interview with Jeff toister on line, my boss told me to get my AHT under control but didn't offer any coaching on how to do that! Yikes! Please help😊
Great video. I work in a billing call center. Every call I get is a challenge, that’s why I was looking for ideas on how de-3 Escalate. This was absolutely great. Easy to listen, and absolutely uses tips. I am a follower from now on
thank you mam. I am trying to prepare for giving interview for Amazon customer service here in India. I have to admit, you have shared a lot of crucial info to every customer service employees success. I will surely adopt these methods and I hope I will get the job and do well. Thank you so much again . Love from India
Thank u Myra for this videos,I've been in customer service for 3yrs already but it's hard for me contracting words to calm down the customer I'm glad you made this video it's a lot of help I'm pretty sure my dsat turns csat cross finger😊😊😊
I work in pet insurance and some days I am bullied, yelled at, cursed at, directly blamed and just made to be a punching bag all day. These tips can help. Thank you. I subscribed and look forward to more videos. I’m Taking crazy notes.
I'm an armed door guard. I deescalate angry customers with a little squirt of OC gel. They leave! I had a punk, a little tough guy. It's night & he gets carded for beer, no ID so no sale. He turns to me. I don't like him but he's a regular customer. He wants me to tell the clerk he buys beer here all the time, with out ID. So I tell him. I can't interfere with the clerk & if he wants to card you. You need ID. Then I told him when you come in during the day & the clerk doesn't card you, I cant interfere & tell them you have no ID. So he left with out causing a problem & no beer. The next time he was in the store I kept my word & didn't interfere by telling the clerk he don't have ID & he bought beer! The only problem I had, I expected. After his night & before his next day visit 2 different punks attempted to pull a beer run, I stopped them. I prevented them from stealing the beer, but they got away. I don't care if they got away I ain't the police & they didn't get the beer! My biggest disappointment, I didn't have a reason to give a little squirt of OC gel. 1 kid dropped his beer when I squared up on him, I knocked the beer out of the other kids hand as he ran past me. I let them both run away!
I love the concise, upbeat format of this video. Helpful content for any communication not just customer service. I plan to watch all of your content. Thank you
With you're tactics it has helped me at my call center job i managed to descalate 80/ 100 percent of the situations 😅 for the first timer in call centers this job has proven to only be easier than a degrading minimum wage job i got treated ten time worse hardly getting payed then a job im always listening, answering and descalating
Your videos are super smart, ive worked in CS for nearly 25 years and feel I know it all at the best of times, but you have some new ones here for me to try out.
i've had been avoiding conflict way too long and it's only made more situations worse and more traumatizing had I known how to address the conflict and resolved it. I feel i've learned a lot so far from your videos!
Thank you for your transparency. I recall my first public speech. My voice quivered, and my left leg shook. Today, I can speak before audiences with confidence. I promise you that doing your Mokita work and practicing will build your confidence. You got this!
how would you handle customers that would rather record you or any employee and make the issue harder to manage while refusing to listen or calm down? i've known some people that went through that as they were met with the customer wanting to photograph and record them instead of talking the issue out.
