Customer service can be challenging at times. How difficult situations are handled is important to the reputation of an individual worker, department or agency. Keeping up to date with de-escalation techniques and good customer service skills is vital to ensuring the best possible service to customers and clients.
After attending this training, participants will be able to:
- Understand why customers may be upset or difficult.
- Discuss different types of difficult customers and the best approach.
- Identify a perceived threat to safety.
- Apply pre-emptive de-escalation techniques.
- Apply calm and confident de-escalation techniques.
- Role-play applicable scenarios.
Course Code
511969