WEBINAR

How to navigate difficult customers

JVM Consultancy

Posted: Thu 23rd Jan 2025

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

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JVM Consultancy

Hi there! 👋 I’m Victoria McCormack, the energy behind JVM Consultancy. With over 12 years of experience in customer service and a decade of mastering remote work in industry giants Apple & Shopify, I’m all about helping you carve out your path to success, one step and one goal at a time. My passion lies in leadership development, fostering team collaboration, and elevating customer experiences. I thrive on empowering organisations to succeed in today’s fast-paced world by refining leadership approaches and enhancing how teams connect with each other and your customers. I transform how you lead, train, and inspire, bringing out the authentic and powerful leader within you. Imagine stepping into a role where your leadership is anything but boring—it's dynamic, engaging, and completely true to who you are. If you're ready to see real change and become the best version of yourself, I’m here to help make that happen. 🚀 If you are looking to break free from the ordinary and truly make your mark? Let’s connect! 📬 If you’re interested in collaborating or just want to chat, reach out to me at victoria@jvmconsultancy.ie. Let’s bring your leadership and your business to the next level!

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