Customer Service: De-Escalation Techniques for Difficult Customers
Last Updated 12/2024
English, Spanish
Export to your LMS
Full Lifetime Access
Finish in
14 mins! Run Time
14 mins! Run Time
Made for for
Employees
and
Supervisors
Employees
and
Supervisors
Certificate
of Completion
of Completion
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
Mastering effective de-escalation techniques is vital to promote safety and preserve a calm atmosphere.
Key Words
Description
Retail environments can quickly become high-pressure spaces where emotions run high. From a frustrated customer addressing a service issue to disagreements over return policies or product concerns, retail workers frequently encounter situations that have the potential to escalate into verbal or even physical confrontations.
Mastering effective de-escalation techniques is vital to promote safety and preserve a calm atmosphere. These methods aim to diffuse tension, lower emotional intensity, and steer interactions toward peaceful and constructive resolutions.
Key Training Points:
• 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
Mastering effective de-escalation techniques is vital to promote safety and preserve a calm atmosphere. These methods aim to diffuse tension, lower emotional intensity, and steer interactions toward peaceful and constructive resolutions.
Key Training Points:
• 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
Customer Service: De-Escalation Techniques for Difficult Customers
Customer Service: De-Escalation Techniques for Difficult Customers
Frequently Asked Questions
This course is designed for employees and supervisors who need to complete Customer Service: De-Escalation Techniques for Difficult Customers training
Yes. This course is designed to meet applicable federal requirements and commonly mandated state standards. Always confirm specific state or industry requirements with your local regulations.
The course takes approximately 14 minutes to complete and can be paused and resumed at any time.
Yes. Learners receive a downloadable certificate upon successful completion, which can be used for compliance records and audits.
Yes. You can assign this course to individuals or groups using Coggno’s LMS, or purchase multiple seats for your team.
Yes. This course can be exported for delivery in most learning management systems (SCORM compatible).
Yes. The course is fully self-paced and available 24/7.
Yes. This course includes a knowledge check to reinforce learning and verify completion.
Learners have lifetime access from the date of purchase.
Yes. A preview is available so you can review the course format and content before purchasing.
Yes. Content is reviewed and updated as regulations and best practices change.
Yes. This course is available for free with an active Prime Subscription.
Yes. Refund requests can be submitted within 30 days of purchase.
