“I can’t remember when I have enjoyed learning something new so much! It was an enlightening experience and so much FUN! And you are absolutely right… it is simple but it isn’t always easy. Thanks again!”
CUNA Mutual




Are They Crazy or Are They Right?

Ask any agent how their day was and they’ll tell you about the difficult customer they had. It never fails.  The hardest thing to remember is the good stuff when it’s so easy to remember the “Crazy Makers.”

Do your Customer Service Representatives fear customer problems and issues?  Or… do they embrace the challenge of handling a difficult customer?  In this fun, (no kidding!) interactive course, your CSRs will:

  • Learn three ways to communicate the good news and make the customer really glad to hear them
  • Learn five ways to communicate the bad news without saying “That’s not our policy”
  • Gain all of the tools they need to succeed

With our LAMA techniques and soft skills training, we decreased the supervisor calls of a major credit card company by 75%!

Handling Problem Customers with Empathy, Agreement and Solutions

Using the LAMA techniques, we will show your reps how to manage any situation with proven methods of conversational skills and engagement that will:

  • Help the CSR to calm down any angry customer
  • Use empathy to hear the real issue
  • Show the CSR how to give up fear of the difficult customer, because they now have tools and skills to handle that customer

It’s time we stopped asking Representatives to “just be nice and fix it.”  This course will give them the tools, the rules, and the words that work best.  They will also find out the exact scripting for empathy, agreement, solutions… and how to ask the right questions to make their customers feel right and smart, rather than wrong and stupid.

We will interact with Customer Service Reps through experiential role-play until they are comfortable handling any kind of upset, difficult or challenging customer.

Customized to Your Needs and Situations

All courses are customized and include training workbooks as well as one-on-one coaching using The Positive Coach Approach method.  We will customize your Handling Upset Customers Training to the exact situations your team faces every day.  Let us give you a program that will be loved by your agents, embraced by your customers… and will help you gain loyal customers for life!


Train The Trainer / Custom Licensed Training

All LAMA Training can be licensed and customized for the unique needs of your organization.  We can Train Your Trainers on:  Sales Training, Coach Training, Retention Training, Customer Service Training and Management Training.