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
509860