In the water utility industry, customer service teams frequently encounter unhappy customers—individuals frustrated by billing discrepancies, service disruptions, or technical issues. These challenging interactions can strain employees, escalate tensions, and damage customer trust if not handled effectively. However, with the right tools and techniques, even the most difficult situations can be transformed into opportunities to build stronger relationships and enhance customer satisfaction. 

This presentation equips attendees with actionable strategies to manage unhappy customers while maintaining professionalism, empathy, and composure. By focusing on both verbal and non-verbal communication techniques, de-escalation tools, and service recovery methods, attendees will learn how to turn negative experiences into five-star service moments. The session draws from proven customer service practices, real-world utility examples, and psychological principles that help employees stay confident and empathetic under pressure.