Tuesday, July 28 2020

De-escalating Difficult COVID-19 Customer Behaviors

2pm to 3pm Webinar with Andrew Sanderbeck, PCI Webinars
As organizations are reopening, they are finding customers that are looking for a new audience to express their anger and frustrations about their feelings of a loss of normalcy and continued uncertainty. Because of that, dealing with individuals who are angry, non- compliant and even hostile can and will likely become an everyday occurrence.
How you respond to their behaviors is often the key to de-escalating these situations and protecting yourself when a customer is losing control.
In this interactive and informative program, attendees will learn eight customer de-escalation tips and specific verbal intervention techniques including proven verbiage to use with customers that are violating your organization's code of conduct and endangering your employees’ safety. Please contact your staff development coordinator for registration information. Sponsored by: Maryland State Library. Event Contact: Nini Beegan, nini.beegan@maryalnd.gov


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