Dealing with Difficult Customers: 5 Foolproof Techniques

Agenda

September 4th, 2025
11:00am - 12:30pm EST

Today’s financial services environment is more complex than ever. Rising economic stress, regulatory pressures, and shifting accountholder expectations have fueled customer frustration and increased the frequency of emotionally charged interactions. From the teller line to the call center, from loan servicing to collections, no department is immune.

But difficult interactions don’t have to result in damaged relationships or operational setbacks. Join financial institution veteran David Reed as he reveals five foolproof techniques that work across departments — from the teller line to the back office — to protect your staff, your institution, and your accountholder relationships.

Topics

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

Apply proven techniques to defuse tension and redirect difficult behavior
Train staff to respond with confidence and without escalating the situation
Maintain professionalism while protecting your institution from legal and reputational harm
Navigate regulatory obligations during emotional or abusive encounters
Document, escalate, and follow up on high-risk interactions properly

Speaker(s)

David A. Reed
Reed & Jolly, PLLC

Attorney, author, consultant, and nationally recognized trainer, David Reed is a partner in the law firm of Reed & Jolly, PLLC. He provides guidance to financial institutions on establishment and revision of policies and procedures, organizational compliance, collections, security, contractual agreements, regulatory matters, and corporate governance. His engaging speaking style has made him a nationwide lecturer on regulatory compliance, consumer lending, bankruptcy, and collections.

A former trial attorney and vice president and general counsel of a large regional financial institution, David is also a Certified Fraud Examiner. He is particularly known as an expert in the areas of operations, bankruptcy, and collections. He has trained state and federal examination staff on numerous issues, including BSA, ID theft red flags, SAFE Act, third-party contract management, and bankruptcy.

Additional Information

WHO SHOULD ATTEND?

This informative session is designed for executives, managers, branch staff, collections and recovery staff, contact center staff, compliance and risk officers, training staff, human resources professionals, operations personnel, and anyone involved in direct accountholder interactions.

TAKE-AWAY TOOLKIT

Difficult interaction response script guide
Escalation protocol flowchart
Complaint documentation log
Collections tone and language guide
Branch and call center safety tips
Compliance quick reference for difficult accountholders
Employee training log
Interactive quiz
PDF of slides and speaker’s contact info for follow-up questions
Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.

Fees

Live Webinar - $255

Unlimited connections for your institution
Available on desktop, mobile & tablet
Take-away toolkit
Presenter’s contact info for questions

On-Demand Webinar - $255

Unlimited & shareable access starting two business days after live stream
Available on desktop, mobile & tablet devices 24/7
Take-away toolkit
Ability to download webinar video
Presenter's contact info for questions

Live + On-Demand - $375

Get the best of both and save when you Bundle the Live & On-Demand Webinar registration! This option includes all the items listed above.

**100% surcharge applied to non-members.

Association Contact

Katie Yates
Education Coordinator
o: 317-387-9380
d: 317-333-7162
kyates@indiana.bank