Customers Aren’t Crazy…They Just Seem That Way!


customer service training

35% of customers lose their temper when dealing with a customer service issue, according to a recent American Express survey. That’s 1 out of 3 calls that end with screaming. This workshop will provide tools to help you soothe angry customers and avoid unnecessary escalations.

In this webinar, you will learn:
– 7 reasons why callers act crazy and what you can do about it
– 3 rapport-building techniques to calm irate callers
– 5 active listening skills to make your client feel heard
– 3 ways to make your customer feel valued

By the end of this training, you will have additional skills to help you deal with irate callers.

Who Should Attend:

This webinar is directed at Call Center Team Leaders,CSR’s, QA Team, Managers and Directors.

Mike Aoki

Mike Aoki

Mike Aoki is the President of Reflective Keynotes Inc. (, a training company that helps contact centers deal more effectively with irate callers and sell more effectively on inbound calls. A call center expert, Mike has been interviewed by the Customer Experience Radio Show, Contact Centre Pipeline magazine and the Globe and Mail. His background includes 20 years of call center, sales and management experience. So, Mike brings real-life examples to his training workshops, speeches and consulting work.

– Testimonials for Mike Aoki’s Training:

” Mike has a deep understanding of the opportunities and constraints that exist in delivering training for results in a call center environment. I knew Mike as an inspiring leader, facilitator and business partner who is passionate about the work he does (it shows) and focused on bottom line results.”

…Kim Katz, Director, Client Care, Telus Mobility

” Mike is a great keynote speaker and a fantastic trainer. I’ve seen him in action in person and can promise you that he knows what he is doing. The bank I work for hired him after we’d heard good things about him and he made a keynote address to our entire Ontario management team.”

…Nigel Robertson, Vice-President, Business Development Bank of Canada

Mike Aoki delivered an insightful and first rate webinar titled “How to Introduce Sales into a Customer Service Call Center” on Feb. 9, 2010, which was full of valuable, useful information. His webinar was very well received by National members of CIM, CICAM, & Guild of ICIA. Mike continues to be a terrific keynote speaker that always pleases his audience.”

…Phil Russo, President, Canadian Institute of Management, Toronto Branch


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