Customers Love Me

Turn Angry Customers Into Loyal Fans — in 30 Seconds

Most businesses lose customers because one frustrated phone call goes badly. With my proven AER Formula, you can calm callers fast, keep control of the conversation, and turn tough moments into 5-star experiences.

A — Acknowledge
State the facts of the problem so the customer knows you understand.

“I see your bill shows a higher charge, even though you already called about this before.”

E — Empathize
Name and validate the feelings behind the problem.

“That’s got to feel frustrating — like you’re wasting time on something that should’ve been right the first time.”

R — Reassure
Reassure them while guiding toward the solution.

“You’ve reached the right person. I’m already pulling up your account, and I’ll get this corrected for you today.”

The AER Forumla

Turn Frustration Into Trust

Here’s the 3-step framework I teach that helps reps validate customers, defuse tension, and move confidently toward resolution:

Hey I’m Adam-

I’ve spent years training call center reps in high-pressure corporate environments helping them calm angry callers, reduce average handle time, achieve 1st call resolution, sell products and most importantly keep customers loyal.

Now I’m sharing some of that knowledge to help others achieve confidence, control and make more money.