We all know them; those customers whose interactions just don’t flow like we want them to. Customers who seem agitated, abrupt, or stubborn.  In this Hot Topic session, we dive into this customer group, to understand what can drive behavior like this, and which practical tools we can use to deal with them more effectively.

We will be covering the following:

  • When should we express calmness and when does it help to show a bit of emotion in customer interactions
  • How to steer a conversation that is focused on what can’t be done to accommodate the customer’s demands on us, to a conversation that focuses on solutions and next steps.
  • How to bring the temperature down in interactions with agitated customers
  • How to draw firm and clear boundaries professionally with customers who are rude or in other ways inappropriate


Complimentary for SSA UK & FEDESSA Members only.