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.
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.
A starter set of HCI training relevant to customer service professionals. Browse the full catalog to filter by audience and format.
The titles from Bill Eddy, LCSW, Esq. and the HCI team that we point customer service professionals to first. See all HCI books.
How empathy, attention, and respect can calm almost anyone.
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Your guide to difficult workplace communication.
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Managing narcissists and other high-conflict people on the job.
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A structured approach to defusing everyday high-conflict situations.
View the bookEAR 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.
Reply to hostile email and text without making it worse. Brief, Informative, Friendly, Firm.
Three-second verbal moves that calm an upset person — Empathy, Attention, Respect.
The framework at the core of every New Ways® program: Flexible Thinking, Managed Emotions, Moderate Behaviors, Checking Yourself.
"As complaint handlers, my team deals with more than its fair share of high-conflict complainants. The training was spot-on and the Live Lab was like doing a practicum. My team's confidence increased significantly."
Ombudsman Team Lead — ATN Ombudsman · Canada
"This is the only training my team has had that's been supported by dedicated 1:1 practice in the Live Lab. It revolutionized our department."
Division Manager — PWIT · United Kingdom
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.
