Handling challenging customer interactions isn't just about individual performance, it's about how leaders equip their teams to respond with empathy, resilience, and professionalism under pressure. This session shifts the focus from frontline tactics to leadership strategy, offering practical frameworks for coaching and empowering your team to navigate tough conversations effectively. You'll explore how to: -Build a culture of emotional intelligence across your support organization -Coach team members through high-stakes interactions without burnout -Recognize and address patterns in challenging customer behavior -Provide feedback that enhances confidence, composure, and customer connection -Set clear boundaries and support mechanisms that protect both your team and your brand Leave with actionable tools to elevate your team’s handling of complex conversations—turning conflict into a catalyst for trust, loyalty, and long-term success.