As organizations are reopening, they are finding customers that are looking for a new audience to express their anger and frustrations about their feelings of a loss of normalcy and continued uncertainty. Because of that, dealing with individuals who are angry, non- compliant and even hostile can and will likely become an everyday occurrence.
How you respond to their behaviors is often the key to de-escalating these situations and protecting yourself when a customer is losing control.
In this interactive and informative program, attendees will learn eight customer de-escalation tips and specific verbal intervention techniques including proven verbiage to use with customers that are violating your organizations code of conduct and endangering your employees’ safety.