A Subscriber (actually a few subscribers) asked me, "What do you do when you can't give the customer what they want?" This video is my first answer to that critical question. I'll be sharing more tactics for what to say when you can't give the customer what they want, but this video is enough to get you started.

For more help with de-escalation and call control, check out my De-escalation Academy: https://www.myragolden.com/De-escalat...