We have a winner!

Congratulations to Gail Ryley,
Credit Specialist at Coast Capital Savings

Gail is the winner of our draw from the recent webinar on dealing with the Irate Customer. She wins a full scholarship for her choice of the Consumer or Commercial PACE Program. 

Note: During Covid-19, the PACE Program is offered with a discount of $100.00 

The video is from a Virtual Webinar on March 18, 2021. It is based on one of the modules of the PACE Program. 


  • The double-edged sword of empathy.
  • First things first – Three things NOT to do!
  • When to listen and when to disconnect.
  • The value and challenge of a fire-breathing customer
  • Hot buttons and hang-ups.
  • Never apologize.
  • Humor? Maybe, but be careful!
  • Dealing with threats 

…and more  


Tim Paulsen
The author of ‘Paid in Full’, and ‘How Would Confucius Collect a Past-Due Invoice’, and Founder of the International Centre for Professional Collections. He has delivered programs in 25 countries.

Find out more about the programs: