Diffusing Tensions with Optimal Customer Service

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.