Customer Service: De-escalation Techniques For Difficult Customers

Retail workers often find themselves in situations that can escalate into verbal or physical confrontations. This training course educates employees about customer service de-escalation techniques for difficult customers.

This training discusses how to calm down a tense situation. Viewers learn how to appropriately offer solutions and alternatives, and when to involve management or security. Employees are shown things to avoid and the importance of applying de-escalation in a retail setting.

De-escalation can help to preserve the organization’s reputation, as well as keep employees safe in confrontational situations. Use this course to help prepare your team with de-escalation techniques for dealing with difficult customers.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

Retail workers

• Introduction
• Why De-escalation Matters In Retail
• Maintain A Calm And Positive Tone
• Use Active Listening
• Use Open Body Language
• Keep A Safe Distance
• Avoid Challenging Or Confrontational Language
• Offer Solutions And Alternatives
• Know When To Involve Management Or Security
• Conclusion

• Vulnerable Customers In 1 Minute
• Verbal Holding In 1 Minute
• Service Orientation In 1 Minute