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Customer Service: De-Escalation Techniques for Difficult Customers
Help customer-facing employees calmly defuse tense situations, listen actively, communicate without confrontation, maintain safe boundaries, and know when to involve management or security.
Duration 13 min
| License | Price |
|---|---|
| 24 Hours Streaming | $195 |
| 1 Week Streaming | $295 |
| 1 Month Streaming | $495 |
| 1 Year Streaming | $1495 |
| Quantity | Price |
|---|---|
| 25-49 Users | $9 |
| 50-74 Users | $8.5 |
| 75-99 Users | $8 |
| 100-149 Users | $7.5 |
| 150-199 Users | $7 |
| 200-249 Users | $6.5 |
| 250-299 Users | $6 |
| 300-349 Users | $5.5 |
| 350-399 Users | $5 |
| 400-449 Users | $4.75 |
| 450-499 Users | $4.5 |
| 500-599 Users | $4.25 |
| 600-799 Users | $4 |
| 800-999 Users | $3.75 |
| 1000-1499 Users | $3.5 |
| 1500-1999 Users | $3.25 |
| 2000-2999 Users | $3 |
| License | Price |
|---|---|
| 1-100 employees | $499 |
| 101-500 employees | $999 |
| 501-1000 employees | $1499 |
| 1001-1500 employees | $1999 |
| 1501-2000 employees | $2499 |
| 2001-3000 employees | $2999 |
| 3001-5000 employees | $3999 |
| 5001-7500 employees | $4999 |
| 7501-10,000 employees | $5999 |
| 10,001-15,000 employees | $6999 |
| 15,001-20,000 employees | $7999 |
| 20,001 + Contact Us | $0.0 |
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Retail employees may encounter frustrated customers during service complaints, return disputes, and product concerns. This concise course introduces practical de-escalation skills that help reduce tension and keep customer interactions constructive.
Participants learn to listen attentively, speak calmly, use nonthreatening body language, maintain safe distance, offer alternatives, and recognize when additional assistance is necessary.
What you will learn
- Understand the importance of de-escalation in retail settings
- Maintain a calm, positive tone during tense interactions
- Practice active listening to understand customer concerns
- Use open and approachable body language
- Maintain a safe physical distance from upset customers
- Avoid challenging or confrontational language
- Offer practical solutions and alternatives
- Recognize when to involve management or security
Products Specifications
| Formats Available | DVD, USB, On Demand Streaming, ONLINE, SCORM or MP4 |
| Duration | 13 min |
| Supporting Materials | PDF support materials and quiz; completion tracking for Online/SCORM |
| Language | English |
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