Professional Under Pressure: Customer Service in an Age of Low Patience
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Customer expectations are rising while patience is shrinking—and employees are handling increasingly complex, emotional, and sometimes confrontational interactions. Modern customer service requires more than friendliness and a polished script. It demands clarity, consistency, sound judgment, appropriate boundaries, and the ability to manage expectations before frustration becomes conflict.
This session gives participants practical strategies for remaining professional under pressure, rebuilding trust after service failures, and creating customer experiences that support loyalty, reputation, and revenue.
Attendees will be able to:
- Set expectations before frustration escalates. Explain what you can do, what happens next, and when the customer can expect an update.
- Respond calmly and set boundaries. Acknowledge the customer’s concern, redirect a heated conversation toward a workable next step, and recognize when to involve a supervisor.
- Rebuild trust after a service failure. Acknowledge what went wrong, offer a realistic remedy, and follow through so the customer knows the issue was addressed.
Mindy McCorkle has 30+ years of operations and leadership experience in restaurant operations and property management and has held just about every role in those industries, from front-line roles to executive positions, has served on numerous boards, countless volunteer committees, and has won many awards. She currently owns Enhancement Talent Development, LLC, where her mission is to enhance the talent and performance of our clients’ teams through exceptional learning experiences and consultation while motivating individuals to explore greater self-fulfillment, higher self-awareness, and transformational thinking.
As a facilitator and trainer, she brings a unique authenticity to every interaction and presentation and shares transformational insight from her experiences. She’s not a game-changer; she’s creating a whole new game! She has facilitated exceptional learning experiences for more than 20 years, impacting tens of thousands of attendees. If you’ve seen one of her presentations, you’ve witnessed the exceptional learning experiences she provides! If you haven’t, you MUST!