Episode 8: Calling Conflict by its Name with Binomia’s Founder, Debora Delgado
Summary:
Debora Delgado, a customer service and conflict resolution consultant who trains companies how to improve customer relationships and handle difficult interaction, kicks off the season in this episode. Her work focuses on teaching emotional intelligence, communication skills, and strategies for managing conflict effectively. She shares fun, funny and memorable stories from her career. Now running her own successful business, Binomia, she promotes creativity, self-care, and self-awareness, encouraging listeners to “let life surprise you.”
Contents:
Contents:
00:00 Introduction
00:45 A day in the life of a conflict consultant
03:30 Is the customer always right
05:00 Cultural perspectives on customer service
09:50 Founding Binomia
13:20 Calling conflict by its name
17:00 Why is everything is toxic
21:25 Emotional awareness and customer bias
26:05 Customer service experience and lessons learned
32:15 Conflict resolution tips and embracing silence
35:20 The art of speaking your mind
37:15 Play as a tool for training
41:35 Finding balance and inner peace
46:36 Overcoming self doubt and imposter syndrome
49:40 Closing
Concepts and frameworks featured:
Nonviolent communication, Conflict resolution, Wheel of emotions, Imposter syndrome, Implicit bias
About the expert:
Debora Delgado is a consultant specializing in conflict management, customer experience, and service culture. She holds an undergraduate degree in Hotel Management and a Master’s degree in Negotiation and Conflict Resolution from Columbia University.
She previously worked as Guest Satisfaction Manager for Peru’s largest hotel chain, where she gained extensive experience managing service recovery, customer relationships, and operational challenges. For the past five years, Debora has led Binomia, a boutique consulting firm that works with medium-sized companies to strengthen customer service, navigate conflict, and build more human-centered organizational cultures.
Her work focuses on the role of emotions, self-awareness, and unconscious bias in shaping relationships with both internal teams and external clients. Debora is passionate about helping organizations connect more deeply with their customers through empathy, accountability, and intentional communication.
