For the calls everyone else hangs up on.
Most customer-service training teaches empathy. HCI training teaches structure — what to say in the first ten seconds to a customer who's already escalated, how to keep the conversation productive, and how to write follow-up communication that doesn't re-inflame the situation. For frontline teams, escalation teams, and ombuds offices.
If any of these sound familiar, you're not alone.
These are the patterns we hear from customer service professionals every week. Each one comes from the same small group of high-conflict people who consume a disproportionate share of your team's time.
- High-conflict customers who consume agent time and morale
- Escalation queues that keep growing as agents avoid the hard ones
- Written customer communication that accidentally escalates
- Agent burnout and turnover driven by the difficult 5%
- Recurring complaints from the same small group of customers
Programs built for your work.
A starter set of HCI training relevant to customer service professionals. Browse the full catalog to filter by audience and format.
Managing HCPs at Work
Workplace conflict resolution training for HR, managers, and people leaders. 9 CE hours · accepted by many licensing boards. Reduce escalations and manage difficult employees.
Why these methods work in customer service.
EAR Statements™ in the first ten seconds change the trajectory of an escalated call. BIFF Response® keeps written follow-up from making it worse. Both teach in under two hours.
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BIFF Response®
Reply to hostile email and text without making it worse. Brief, Informative, Friendly, Firm.
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EAR Statements™
Three-second verbal moves that calm an upset person — Empathy, Attention, Respect.
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4 Big Skills®
The framework at the core of every New Ways® program: Flexible Thinking, Managed Emotions, Moderate Behaviors, Checking Yourself.
Custom training for customer service organizations.
If you're bringing HCI to a customer service team — whether 10 people or 1,000 — we design custom programs around your actual cases and roles. Half-day workshops to yearly Corporate Partnerships.
500,000+
Customer Service and other professionals trained worldwide since 2008.