• How to Avoid Emotional Leakage: Getting Mad at Peter and Taking It Out on Paul
• How to Break the Rules and Delight Customers
• How to Deal with Customer Complaints: The Perfect Thing to Say
• How to Get the Best Tone of Voice
• How to Handle the Irate Customer ASAP
• Is AI Enhancing Customer Support, or Is Customer Support Enhancing AI?
• It’s Not Where You Are. It’s Where You’re Going.
• Lessons Learned During 2017
• Let Me Double-Check That for You
• Old School Ideas Can Have a Big Impact
• Rip the Band-Aid Off Communication
• Smile and the World Smiles with You—Unless it's Fake
• Soft Question Selling
• Stop It: Ten Bad Customer Service and CX Habits You Need to Stop
• Striving for Excellence
• Ten Reasons Why Customers Hate Calling You for Help
• The Difference Between Good and Great
• The Difference Between Repeat Customers and Loyal Customers
• The Five Customer Service Experiences Customers Think Are Most Important
• The Light Switch Mentality