Chloe and Lachlan dive deep into handling those especially tough customer calls—the ones asking the impossible. They break down calming techniques, interpret what customers truly need, and share practical ways to respond without sacrificing empathy or policy. We are a business processing outsourcing company the audience for this podast are customer service agents in our offices in joHANNESBURG

This episode explores why some customers clam up, how to coax out real concerns using smart questions, and when silence signals deeper issues. Simon and Lachlan break down expert tactics for reading between the lines and making even the quietest conversations productive.

It's the grand finale: what to do when everything has gone wrong for your customer. In this episode, our hosts break down how to triage multiple issues, create a clear action plan, and restore trust, even in the stickiest situations. Expect real examples and expert strategies you can use right away.

Customer demands to “speak to a manager” can make or break a service call. In this episode, Julian and Karin break down how to respond calmly, build confidence, and decide whether to handle or escalate—with exact phrases for real impact. We are call centre company that operates within south africa but our clients are uk based we a british company. this needs to be inline with the 1st epsiode

Simon and Lachlan step into the shoes of call centre agents, faced with an angry British customer. They dissect practical techniques for diffusing hostile calls, maintaining professionalism, and setting personal boundaries—all while keeping the human connection alive, even under fire.