Customer Service: De-escalation Techniques For Difficult Customers

Retail workers regularly face high stress and emotionally charged situations. This video training explores customer service de-escalation techniques for difficult customers.

This video explains why de-escalation is important in retail. This course demonstrates how to avoid confrontational language. This training discusses key de-escalation techniques, including using a positive tone, active listening, and open body language. The course also shows employees when to involve management or security and how to stay safe.

Being able to de-escalate a challenging situation helps to protect employees from harm. Use this course to educate employees about customer service de-escalation techniques for working 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