👋 I’m Keith—welcome to Monster Teeth Precise empathy. Clean ownership. Calm delivery. I started this community to help call-center pros defuse escalations in 90 seconds using a simple framework I teach called TEETH. I’m a US Navy veteran with 20+ years in call-center service (agent → trainer → QA/coach). I’ve lived through chaos, rebuilt my life, and learned that steady, disciplined communication changes everything—on calls and in real life. This space is where we practice together. What this group is for - Agents, leads, QA, trainers, and supervisors who want fewer escalations, cleaner handoffs, higher CSAT scores, and more manageable shifts. - Practical tools: phrase banks, live call breakdowns, role-plays, and a QA scorecard you can coach with in 10 minutes. How it works: - Weekly threads: Call of the Week, Tool/Script Swap, Win Parade - Live sessions: Call Breakdowns, Role-Play Labs, Hot-Seat Q&A - Classroom: TEETH quick card, 10 Defusing Phrases, QA rubric, scenarios - Career track: supervisor roundtables, job board, referrals Start here: 1. Introduce yourself in the comments 2. Open Classroom and grab the TEETH quick card. 3. Hit Calendar and RSVP to the next Live Call Breakdown. House rules: - No PII/PHI or case IDs. - Be kind + specific: critique phrases/behaviors, not people. - Compliment effort/skill, not looks. - Use TEETH when you break down a call: Triage → Empathize → Extract → Take ownership → Handoff. What you can expect from me: Clear teaching, real examples, and firm but supportive coaching. If you need help, DM me “HELP” and I’ll jump in. "Let’s take the teeth out of the monster—together." — Keith