Customer Service and De-escalation

In this fast-paced world, working with the public can be both rewarding and challenging. You can also experience added stress when working with difficult, challenging or demanding customers, not to mention the stress associated with the COVID-19 pandemic. Sometimes customers have a legitimate reason to be upset and sometimes they do not. In either case, you should be prepared to deal with difficult customers and find ways to successfully manage and resolve these encounters.

In this two-hour virtual workshop, you will explore effective de-escalation techniques and strategies and learn the role that emotions play when dealing with difficult or challenging people.

Topics:

– What is aggressive behavior
– Origins of difficultness
– How to avoid “getting hooked”
– The role that emotions play
– The fight or flight response
– Identifying emotional triggers
– De-escalation/active listening skills
– Setting limits/dealing with profanity

Presenter

Commander Josef Levy, Long Beach Police Department (ret)
Josef Levy has close to 30 years of law enforcement experience and is a highly skilled facilitator who has conducted trainings for thousands of law enforcement professionals throughout the country. He has also trained at the international level, training law enforcement delegations from France, Germany, Israel and Russia.

Details

– Registered attendees will receive an email with the Zoom link and training access information a week before the training.

Embassy Consulting Services LLC is owned and operated by Josef Levy, Commander (Retired) Long Beach Police Department and Lysa Gamboa-Levy. Embassy training seminars are not open to the general public.  Embassy reserves the right to restrict or deny enrollment or access to any individual.

*No refunds, however, substitutions will be permitted