Parature Best Practices Webinar Explores the Latest Strategies and Skills for Managing Challenging Customer Interactions

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Communications Skills Expert Rich Gallagher to Discuss Appropriate Techniques for Dealing with Difficult Customers

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What to Say to a Porcupine: Strategies for Dealing with Difficult Customers

Parature, the global leader in on-demand customer service software, announced today that it will sponsor a free webinar, in partnership with TMC, offering customer service and support professionals appropriate skills and techniques for managing challenging customer interactions. The webinar entitled "What to Say to a Porcupine: Strategies for Dealing with Difficult Customers" will be held on Wednesday, January 28, 2009 at 2:00pm EST. To register for the webinar, please visit

Customer retention is a coveted metric and revenue generator that is often hard to attain in today's challenging service environment. Technology-savvy customers in a Web 2.0 world are all too ready to change their vendor loyalty at a moment's notice, while simultaneously broadcasting their support experience displeasure across the Internet. Customer service and support teams field some of the angriest and most difficult customer requests; handling these challenging requests is often the bane of a service and support professionals' existence. Many become frazzled or angry and thus, do not properly handle the situation, resulting in customer dissatisfaction, decreased employee morale and increased turnover. Organizations cannot afford to have their complex customer interactions handled improperly. It is imperative that they arm their support teams with an appropriate strategy of skills and techniques for these difficult customer encounters to improve customer satisfaction and to achieve their desired customer retention rates.

"What to Say to a Porcupine: Strategies for Dealing with Difficult Customers" will feature Rich Gallagher, President - Point of Contact Group. Mr. Gallagher, a nationally-known communications skills author and former help desk manager, will use some of the latest techniques in communications skills and behavioral psychology to break down the mechanics of difficult customer transactions, teaching skills that will help the service professional and their customers feel at ease in any situation. Professionals who attend this webinar will discover how to deliver bad news to customers without triggering a confrontation; what to say when someone makes an inappropriate request - instead of just saying "no"; how to defuse rude, angry customers and get them on your side; and what to do when a customer's behavior crosses the line.

Parature's "Best Practices in Customer Service" webinar series is designed to serve as an educational and informational resource for organizations throughout various industry sectors to gain insight into customer support best practices that can be applied to help them more efficiently serve, support, retain, engage with, and maximize the value of every customer.

Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today's Web world. The seamlessly integrated suite of Parature Customer Serviceā„¢ software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.

To register for this webinar or to view previous webinars in the series visit:

Parature, Inc.
Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet to provide outstanding customer service. The company's software-as-a-service (SaaS) delivery and integrated, intuitive design enables organizations to better and more efficiently serve, support, engage with and retain customers in today's Web world. Founded in 2000, Parature received the 2007 and 2008 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. For the past three consecutive years Parature has been on the Washington Business Journal's list of Best Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support more than 10 million end users worldwide. For more information, visit

Parature is hiring talented people, please visit for more information on joining this winning team.

Media Contact:
Dayna Tenorio
dtenorio @


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