Diffusing Tensions with Optimal Customer Service

Customer service can be challenging at times. How we handle difficult situations is important to our reputation as an individual worker, department and/or agency. Keeping up to date with de-escalation techniques and good customer service skills is vital to ensuring we are providing the best possible product to our customers/clients. In this training, we will explore such techniques and skills. Specifically, we will:

  • Review why customers may be upset and present difficulty.
  • Discuss different types of difficult customers and the best approach.
  • Identify a perceived threat to safety.
  • Learn general and pre-emptive de-escalating techniques.
  • Explore the Calm and Confident de-escalating technique.
  • Practice technique using scenarios.
Course Code