Spring 2012 Second Wednesday Series - May

Irate Customers: Keep Cool in the Heart of the Volcano


Wednesday, May 9, 2012, at the U.Va. Richmond Center, 9:00 am–1:00 pm

Who Should Attend

Employees at all levels, especially those in direct contact with customers


You are quietly doing your job when suddenly you are interrupted by an irate customer—one who seems intent on ruining your day. What should you do? What should you say? How can you remain calm in the heart of the volcano? 
This interactive workshop will examine techniques for delivering excellent customer service regardless of accusations and heated emotions. You will have the chance to explore common customer complaints and methods of resolving them effectively. You will learn what to say to irate customers in order to reduce conflict and turn troublesome situations around. 
Save the volcanoes for your next visit to Hawaii.

Attend this seminar, and learn to

  • examine personal reactions to criticism
  • deal with anger in order to keep cool in the heart of the volcano
  • write letters of intent through in-class practice
  • control listening, body language, and voice tone during conflict
  • identify what to say to an irate customer


About the Trainer

Nancy Outlaw has over eighteen years of experience in training and management. As a human resources analyst for Henrico County, she designs and facilitates interactive workshops in leadership, customer service, and communication skills. She also coordinates the county’s New Employee Orientation Program and serves as an advisor in both the Leadership Development and Customer Service Certification Programs. 
In addition, she is certified to administer and interpret the Myers-Briggs Type Indicator (MBTI®) assessment.

Nancy has a BA in journalism from Texas State University. Her spare time is spent singing in choir, reading, cooking, and enjoying time with family.

Online Registration

Call us at (804) 371-0202 for your account password. Then you can register by clicking here.

For more information, please contact Chantel Robinson cer8t@virginia.edu or call (804) 371-0202