July 23, 2026

10:00 am – 11:00 am 

Presented by: MaryAnn Lawrence, CEO PowerNotes, LLC 

Customer Experience: Managing Difficult and Escalated Customer Interactions

Managing Difficult and Escalated Customer Interactions with
Professionalism focuses on strengthening jobseeker-facing
service by equipping participants with practical communication
techniques, language, tools, and strategies to effectively navigate
challenging customer interactions. Participants will learn how to
de-escalate tense situations, respond to frustrated or upset
customers with empathy and professionalism, resolve concerns
in a constructive manner, maintain appropriate professional
boundaries, and apply fundamental workplace safety and
conflict-management practices. The training emphasizes building
confidence, preserving positive customer relationships, and
ensuring a safe, respectful, and solutions-focused service
environment.