18 May 2026 · 8 min read
How to De-escalate a Customer: 8 Phrases + 4 Stages
How to de-escalate a customer complaint — 8 phrases that calm the call, 4 emotional stages and what each needs, plus phrases that secretly escalate.
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15 May 2026 · 6 min read
Service Recovery Paradox: When Complaints Build Loyalty
The service recovery paradox — when handling complaints well makes customers more loyal than no complaint at all. The 5 conditions and when it fails.
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6 May 2026 · 9 min read
How to Handle an Angry Customer: The LISTEN Framework
How to handle an angry customer in 5 steps — the LISTEN framework, phone and email scripts, when to escalate, and the move that turns complaints into loyalty.
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