This interactive virtual training takes participants beneath the visible behavior of difficult customer interactions. Participants will explore why customers become emotionally reactive, why employees become triggered, and how both sides of the conversation influence what happens next.
The session moves beyond traditional customer service scripts. Participants will learn practical frameworks for recognizing emotional patterns, managing their own state, communicating with greater clarity, and leading challenging conversations toward an appropriate next step.
Participants will take part in guided reflection, breakout-room discussions, and realistic practice scenarios. The concepts apply across industries, including retail, healthcare, hospitality, professional services, construction, government, manufacturing, financial services, insurance, restaurants, and nonprofit organizations.
Who Should Attend?
This training is designed for:
- Business owners
- Executives
- Managers and Supervisors
- Human Resources Professionals
- Customer Service teams
- Sales professionals
- Frontline employees
- Administrative staff
- Anyone who interacts with customers, clients, patients, vendors, or members of the public
Date: Friday, September 11, 2026
Time: 9:00am – 10:00am
Presenter: Mike Lofton
Price: $99 (members) / $199 (non-members)
REGISTER HERE →
