Navigating Difficult Customers:

Turning Dissatisfied Customer Interactions into Empowering Experiences


Are you seeking ways to keep your customer support team motivated and effective, especially when faced with challenging customer interactions? Navigating through customer situations can be stressful, but with the right tools and support, you can turn these challenges into opportunities and customer loyalty. 

Join us for a transformative workshop brought to you by industry experts from MaestroQA and executive coach Courtney Orsinelli of Evolution. This session is focused on helping you empower your agents with the skills to effectively navigate difficult customer scenarios, transforming potentially negative experiences into positive outcomes. Additionally, learn smarter ways to navigate these situations by leveraging automated quality metrics and DSAT analysis to gain valuable insights to fuel better agent coaching.

When: Available Now
Where: On-Demand



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Master the Art of De-Escalating and Empowering

Transform how your team handles stress and challenging customer interactions.

Workshop Highlights:

  • Emotional Intelligence in Action: Understand and manage your team's emotional responses, enhancing customer interactions.

  • Early Detection and Prevention: Identify early signs of customer tension and implement strategies to defuse situations promptly.

  • 3-Step Customer Engagement Strategy: Learn an effective approach for managing and transforming difficult customer interactions.

  • Insight-Driven Customer Service: Discover the power of automated quality metrics and DSAT analysis to extract actionable insights for continuous improvement.

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Courtney Orsinelli

About Courtney Orsinelli

Courtney is a trusted coach helping leaders build world-enriching companies. Sourcing from her evolution as a founder, executive, advisor, and investor, she offers a broad perspective and deep insight. Courtney specializes in leadership development, culture building, and strategy design, where she is known for getting at what’s essential. Her clients include Disney, Dropbox, Microsoft, Tinder, and TechStars, among others across industries and regions, from startups and non-profits to Fortune 500.

Scott Kelly

About Scott Kelly

Scott is a Customer Success Manager at MaestroQA, where he advises on quality, coaching best practices, and architecting complex workflows.