Keeping Your Cool: Diffusing Difficult Customers
(Room 127 B&C)
16 Sep 26
11:00 AM
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12:00 PM
Water and wastewater professionals take pride in serving their communities, but not every interaction with customers is a positive one. At times, staff must navigate conversations with frustrated or irate customers whose concerns may be driven by confusion, stress, or issues beyond the utility itself. How these situations are handled can determine whether they escalate or move toward resolution. This session focuses on the importance of strong customer service and the soft skills needed to manage challenging interactions. Attendees will learn practical techniques for listening with empathy, identifying the true source of a customer’s frustration, and communicating in a way that helps customers feel heard. The presentation will introduce a simple approach for de-escalating tense conversations and guiding them toward constructive outcomes, helping utility staff respond with professionalism, confidence, and empathy.