Customer Service: De-Escalation Techniques for Difficult Customers
English, Spanish
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Self-Paced
Finish in
14 mins!
Finish in
14 mins!
Made for for
Employees
and
Supervisors
Employees
and
Supervisors
Certificate
of Completion
of Completion
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
Mastering effective de-escalation techniques is vital to promote safety and preserve a calm atmosphere.
Skills covered in this course
Description
Retail environments can quickly become high-pressure spaces where emotions run high. From a frustrated customer addressing a service issue to disagreements over return policies or product concerns, retail workers frequently encounter situations that have the potential to escalate into verbal or even physical confrontations.
Mastering effective de-escalation techniques is vital to promote safety and preserve a calm atmosphere. These methods aim to diffuse tension, lower emotional intensity, and steer interactions toward peaceful and constructive resolutions.
Key Training Points:
• Why De-escalation Matters in Retail
• Maintain a Calm and Positive Tone
• Use Active Listening
• Use Open Body Language
• Keep a Safe Distance
• Avoid Challenging or Confrontational Language
• Offer Solutions and Alternatives
• Know When to Involve Management or Security
Mastering effective de-escalation techniques is vital to promote safety and preserve a calm atmosphere. These methods aim to diffuse tension, lower emotional intensity, and steer interactions toward peaceful and constructive resolutions.
Key Training Points:
• Why De-escalation Matters in Retail
• Maintain a Calm and Positive Tone
• Use Active Listening
• Use Open Body Language
• Keep a Safe Distance
• Avoid Challenging or Confrontational Language
• Offer Solutions and Alternatives
• Know When to Involve Management or Security
Author
For 22 years, TrainingABC has provided high quality employee training content to companies, schools and government organizations around the world. Currently, over 2000 organizations use Trainingabc courses in their training.
Our courses focus on topics like HR compliance, customer service and leadership take complex topics and make them simple by using video. With sleek, modern, high-definition video, the courses break the language of the topic down into layman's terms making it much easier for employees to understand and retain information.
Customer Service: De-Escalation Techniques for Difficult Customers
Customer Service: De-Escalation Techniques for Difficult Customers
