Meet the Angry Client Whisperer
Rachel LaFollette is a six-time award-winning customer relationship specialist who spent 9 years as the Chief Customer Officer of one of the fastest growing marketing agencies in the country. She managed a team of 120 customer service and sales representatives both in-person and remote.
Since 2022 she has owned Orca Business Consulting, lending her expertise to companies all over the country. She is supported by a team of administrative professionals, designers, developers and reporting specialists who help her and her clients implement various programs.
She lives in Northern Colorado with her husband & family but serves customers all over the country.
Conflict Resolution Expertise Grounded in
Real World
Experience
Employees interfacing with customers want guidance from someone who knows what it’s like to answer a phone or Zoom call from someone who is screaming on the other line. They need the expertise of someone who has come face to face with unreasonable, illogical customers. Brands need their customer-facing employees to be able to keep a cool head in the face of conflict and proactively problem-solve.
Unlike other de-escalation trainers and customer service coaches, Rachel’s conflict resolution and de-escalation skills don’t come from a classroom. They come from spending more than a decade in the trenches, taking hundreds of customer escalation calls and proudly earning a reputation as “The Angry Client Whisperer”.
Real-world experience has given her not only the skillsets, but the perspective to be able to help build resilient customer-facing teams & leaders who can turn escalations and customer complaints into opportunity.
Now Rachel helps companies reduce customer churn, improve job satisfaction and employee retention. She also speaks at Parenting events, helping parents teach their children positive conflict resolution skills. Students of all ages, from Elementary through those in college & MBA programs have benefited from her insights.
Awards & Accolades
- Marquis Who's Who 2024 Listee
- 2021 Silver Stevie Award Winner amongst international nominees for Female Executive of the Year, Business Products
- 2021 Business Intelligence Group 2021 Excellence in Customer Service Executive of the Year Award
- Two Featured Leadership Articles in Authority Magazine: "5 Things I Wish Someone Told Me Before I Became a C-Suite Executive" and "Women Of The C-Suite On The Five Things You Need To Succeed As A Senior Executive"
- 2018 Bronze Stevie Award Winner amongst international nominees for Female Exec of the Year, Computer Software
- 2018 BizWest 40 Under Forty Winner
- 2017 Bronze Stevie Award Winner amongst international nominees for Female Exec of the Year, Business Products
Customer Testimonials
“I had the opportunity to hear Rachel speak at Colorado State University. She spoke about why it’s crucial for businesses to cultivate a customer-centric culture, as well as practical tips on how to activate and measure success. She led with examples throughout her vast experience in this area and thoughtfully answered questions from the audience. I left her speaking engagement inspired to take action within my own life, both professionally and personally. I’m eager to learn more from Rachel and would highly recommend her to help businesses focus on their greatest assets — their customers.”
- Courtney M, MBA candidate at CSU
"Rachel's presentation on conflict resolution was powerful and practical. Not only is the content itself outstanding, her demeanor and interaction with our cohort was energizing and strengthening. She fielded questions with expertise and provided real-world, valuable insight. I was personally encouraged and challenged as well! I highly recommend her."
-Dale P, Owner
“Working with Rachel is one of the best things that I’ve done for my professional career. Her knowledge and techniques are something I utilize in various ways in my day to day life - both professionally and personally. After working with her, I’ve learned how to confidently navigate conversations, better negotiate, and better serve my customers. If your team is looking for the secret weapon to success, you’ve found it here!”
-Sammy T, Content & Social Media Specialist
“Rachel is among the most dedicated and skilled business professionals I’ve ever had the pleasure of working with. She provided the customer service and de-escalation training for the last company I worked for. I learned invaluable skills in client relationship management and de-escalation techniques. She is a professional, confident leader. Her experience is apparent in every training I’ve attended with her. I have worked in a variety of industries over the years, from TV news to public relations and marketing. I’ve learned many valuable techniques for dealing with challenging situations with clients that have helped me to grow my career. I would highly recommend her to anyone who wants to take their business or career to the next level.”
-Sarah M, Marketing and Public Relations Manager