Dealing with Difficult Customers: 5 Foolproof Techniques

September 4, 2025
Live Webinar
DateSep 4, 2025Duration90 minutes
08:00 AM PDT09:00 AM MDT
10:00 AM CDT11:00 AM EDT
    • Unlimited connections for your institution
    • Available on desktop, mobile & tablet
    • Take-away toolkit
    • Presenter’s contact info for questions
On-Demand Webinar
  • Unlimited & shareable access starting two business days after live stream
  • Available on desktop, mobile & tablet devices 24/7
  • Take-away toolkit
  • Ability to download webinar video
  • Presenter's contact info for questions
See Registration Options

Equip your team with the practical skills and tools they need to handle any customer interaction, no matter how challenging, with professionalism, confidence, and purpose.

This timeless webinar will dive into how to transform tense situations into opportunities for resolution, loyalty, and customer service!
 
AFTER THIS WEBINAR YOU’LL BE ABLE TO:
  • Apply proven techniques to defuse tension and redirect difficult behavior
  • Train staff to respond with confidence and without escalating the situation
  • Maintain professionalism while protecting your institution from legal and reputational harm
  • Navigate regulatory obligations during emotional or abusive encounters
  • Document, escalate, and follow up on high-risk interactions properly

WEBINAR DETAILS


But difficult interactions don’t have to result in damaged relationships or operational setbacks. Join financial institution veteran David Reed as he reveals five foolproof techniques that work across departments — from the teller line to the back office — to protect your staff, your institution, and your accountholder relationships.

TAKE-AWAY TOOLKIT

  • Difficult interaction response script guide
  • Escalation protocol flowchart
  • Complaint documentation log
  • Collections tone and language guide
  • Branch and call center safety tips
  • Compliance quick reference for difficult accountholders
  • Employee training log
  • Interactive quiz
  • PDF of slides and speaker’s contact info for follow-up questions
  • Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.

Presented By

David A. Reed, JDDavid A. Reed
Reed & Jolly, PLLC
© 2025 FINANCIAL EDUCATION & DEVELOPMENT, INC