How to navigate difficult customers

Have you ever been on the phone with a customer who seems impossible to please? Had a situation escalate so quickly that you’re left wondering what went wrong?

Customer relationships are built on trust and communication. The ability to de-escalate conflict can make all the difference and prevent a bad situation from escalating into a negative review or lost loyalty.

In this Lunch and Learn, Victoria McCormack guides you through managing challenging customer interactions with confidence and ease. Learn how to navigate tense interactions, manage emotion and create outcomes that leave customers feeling heard and valued.

With over 10 years in the customer service industry, Victoria has worked with industry giants like Apple and Shopify. She has led crisis teams through high-stress situations, as well as navigated major global challenges.

As the director of JVM Consultancy, she helps businesses understand and tackle difficult customer conversations with confidence and professionalism.

Topics covered in this session:

• Learn de-escalation techniques that help you stay calm and in control

• Discover how to turn conflict into opportunity and build lasting customer loyalty

• Understand how to set clear boundaries while maintaining professionalism and empathy

Relevant resources

• Provide great customer service and experience

• Customer service: Golden rules for small businesses

• How to build customer loyalty

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