Customer Service / De-Escalation Training – Virtual Training – November 4, 2020

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Date/Time
Date(s) - 11/04/2020
9:00 am - 11:00 am

Categories

 

A virtual training course presented by Embassy Consulting Services, LLC:

 

Customer Service / De-Escalation Training

 

The recent COVID19 pandemic has drastically changed how employees are interacting
with customers. Many customers are having a difficult time accepting the new changes,
resulting in some becoming challenging or angry.

 

Sometimes customers have a legitimate reason to be upset and sometimes they do not.
In either case, employees should be prepared to deal with difficult customers and to find
ways to successfully manage and resolve these encounters.

 

We will present some effective skills you can use to deal with the challenges of working
with the public. In this two-hour virtual training, you will explore effective communication
principles and conflict resolution strategies that can be used in both your professional and
personal lives.

 

You will learn:

  • 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

Presenters:     

 

                                           

Charles Celano | Embassy Consulting ServicesChief Charles Celano, Tustin Police Dept. (ret)

Charlie Celano is a recently retired police chief and has 27 years of law enforcement experience, including over 18 years in supervisory, management and command level positions within the organization. Charlie has taught law enforcement professionals throughout the country and is a graduate of the FBI National Academy Class #258.

 

 

 

Josef Levy | Embassy Consulting ServicesCommander 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.

 

 

 

 

A week before the training, all attendees will receive an email reminder for the event along with the Zoom link and training access information.

 

 

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.

 

Bookings

Bookings are closed for this event.