Dealing with Difficult Members: 5 Foolproof Techniques

Dealing with Difficult Customers: 5 Foolproof Techniques

Collections Frontline & New Accounts Human Resources Lending Marketing Operations Managers & Supervisors

On-Demand Webinar:

StreamedSep 4, 2025Duration90 minutes

Unlimited & shareable access starting two business days after live stream
Available on desktop, mobile & tablet devices 24/7
Take-away toolkit
Ability to download webinar video
Presenter's contact info for questions

See Registration Options

Equip your team with the practical skills and tools they need to handle any member interaction, no matter how challenging, with professionalism, confidence, and purpose.

This timeless webinar will dive into how to transform tense situations into opportunities for resolution, loyalty, and member service!

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

Apply proven techniques to defuse tension and redirect difficult behavior
Train staff to respond with confidence and without escalating the situation
Maintain professionalism while protecting your institution from legal and reputational harm
Navigate regulatory obligations during emotional or abusive encounters
Document, escalate, and follow up on high-risk interactions properly

WEBINAR DETAILS

Today’s financial services environment is more complex than ever. Rising economic stress, regulatory pressures, and shifting accountholder expectations have fueled member frustration and increased the frequency of emotionally charged interactions. From the teller line to the call center, from loan servicing to collections, no department is immune.

But difficult interactions don’t have to result in damaged relationships or operational setbacks. Join financial institution veteran David Reed as he reveals five foolproof techniques that work across departments — from the teller line to the back office — to protect your staff, your institution, and your accountholder relationships.

WHO SHOULD ATTEND?

This informative session is designed for executives, managers, branch staff, collections and recovery staff, contact center staff, compliance and risk officers, training staff, human resources professionals, operations personnel, and anyone involved in direct accountholder interactions.

TAKE-AWAY TOOLKIT

Difficult interaction response script guide
Escalation protocol flowchart
Complaint documentation log
Collections tone and language guide
Branch and call center safety tips
Compliance quick reference for difficult accountholders
Employee training log
Interactive quiz
PDF of slides and speaker’s contact info for follow-up questions
Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.