Handling
difficult
customers
A straight conversation with Wubaquy facilitator Orla Fennelly about what actually goes wrong in customer service — and what can be done about it in practice.
Orla Fennelly
Workshop Facilitator · Customer Service Practice, Wubaquy
Where do most customer service interactions actually break down?
Usually at the point where someone says something the agent didn't expect. The script runs out and the person on the other end freezes — or worse, gets defensive. It's not a knowledge problem, it's a readiness problem.
In our workshops, we replay recorded scenarios where agents lost control of a call — then rebuild the response step by step. Watching yourself on a real case is uncomfortable, but it sticks.
Is there a single skill that makes the biggest difference?
Pausing before responding. Not a long pause — two seconds at most. It signals that you heard something, not that you're running a script.
Side note: agents who do this consistently get fewer escalations. Not because they say different things, but because the tone shifts.
What topics do you cover in the workshop itself?
De-escalation language, boundary-setting without sounding dismissive, and how to handle repeat complainers without burning out. We also spend time on written communication — email and chat have different failure modes than voice.
What do participants find hardest?
Staying neutral when a customer is being unfair. People either go cold and robotic, or they take it personally. Neither works.
We practice a specific phrasing pattern — acknowledge the frustration, name the situation without judgment, redirect to what's possible. It takes repetition before it feels natural.
How does online delivery change the experience?
Honestly, some things work better online. People are more willing to try things when they're not in a room being watched by colleagues. The role-play exercises get more honest responses.
Participants in Dublin and surrounding areas have mentioned that skipping the commute lets them come in less stressed — which matters when the subject is handling stress.
One thing people should do differently starting this week?
Stop trying to solve the emotion and the problem at the same time. Address the feeling first — briefly, genuinely — then move to the fix. Most people reverse this and wonder why the customer is still annoyed even after the issue is resolved.