www.pryor.com Open in urlscan Pro
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Submitted URL:
http://rc.plslearn.com/?zjxj=01400004W103579343W22827W290&c=817494&v=2163486286259&l=4121&z=49423&a=e&utm_source=prospe...
Effective URL:
https://www.pryor.com/training-seminars/dealing-with-difficult-customers-during-covid-19/?zjxj=01400004W103579343W2282...
Submission: On June 07 via api (June 7th 2022, 2:50:13 pm UTC) from US — Scanned from DE

Form analysis
8 forms found in the DOM

GET https://www.pryor.com/search/

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Name: change-location — GET

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Text Content

Pryor+ Login Cart

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FREE 1-HOUR EVENT, June 22, noon CDT. Managing Remote and In-Person Teams:
Learnings from the last two years. REGISTER NOW




DEALING WITH DIFFICULT CUSTOMERS DURING COVID-19

HOW TO AVOID AND DEFUSE CHARGED SITUATIONS TO KEEP YOUR EMPLOYEES, CUSTOMERS AND
ORGANIZATION SAFE


Continuing Education Credits: CEU: 0.3 HRCI: 3 

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OVERVIEW

According to the National Safety Council, physical assaults in the workplace
resulted in 20,790 injuries and 453 fatalities in 2018—well before COVID became
a contributing factor to heightened customer emotions. Now, with evolving mask
and social distancing requirements, headlines are filled with stories of
combative customers throwing tantrums in retail spaces, attacking service
providers like bus drivers, restaurant and grocery store workers and more.
Organizations now face the challenge of not only delivering goods and services
during a pandemic, but also discerning how to enforce rules and keep their
employees and work environments safe from difficult and unruly customers. If you
are asking your employees to ensure customers comply with facial covering and
social distancing requirements, or have team members working the unpredictable
front lines with direct customer interaction, this interactive seminar is
imperative. In just 3-hour, learn strategies to avoid and de-escalate tension to
keep your employees, customers and organization safe.

While OSHA regulations and CDC guidelines now agree that facial coverings and
social distancing minimize the spread of COVID, many individuals refuse to
follow these mandates citing personal freedom. How do you protect your
employees, customers and organization during a health crisis that has evolved to
a political statement over the right or the requirement to wear a facial
covering? Employers and managers must provide team members with the skills
needed to handle difficult customer personality types, as well as the techniques
necessary to defuse escalated situations when emotions are high. Team members
must feel supported and able to call upon managers and supervisors to step in
and make critical decisions when customers refuse to comply with outlined
policy. Learn the best practices for your employees, supervisors and managers to
handle current COVID and pandemic-inspired challenges to keep your workers,
customers and organization safe and healthy despite escalating tensions and
disagreeable customers.




WHAT YOU'LL LEARN

 * The pillars of patience to use during emotionally charged situations.
 * Techniques for remaining calm when dealing with disagreeable and angry
   customers.
 * Ways to master essential listening skills to increase your influence and earn
   credibility.
 * Methods for recognizing trouble before it starts.
 * How to explain requirements without increasing customer frustration.
 * Tips for scripting verbiage to minimize the risk of offending customers.
 * Proactive measures to prepare your customers in advance and avoid
   disagreements.
 * Solutions for streamlining procedures to minimize service interactions.
 * Best practices for defusing and de-escalating difficult customer personality
   types.
 * Examples of what to do when tempers flare and customers act out.
 * How to bring about resolution and restore the peace.




WHO WILL BENEFIT

Employees, business owners, venue operators, managers, front line staff and
everyone who deals with customers.




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www.pryor.com Open in urlscan Pro
52.165.130.142 Public Scan

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