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De-Escalating Difficult COVID-19 Customer Behaviors (presented by Andrew Sanderbeck)

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 organizations code of conduct and endangering your employees safety.


Areas of customer behaviors to be addressed in this webinar include:

· Not wanting to wear a mask or not willing to socially distance

· Verbally or physically threatening an employee or customer

· Spitting on an employee or customer

· Non-compliance and other unwanted behaviors

· Wanting to argue and to “be right” that you are wrong


Andrew Sanderbeck ~ Biography

Andrew has been developing and conducting training programs for organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs are filled with proven techniques that attendees can immediately apply.


Thursday, August 13, 2020
2:00pm - 3:00pm
Online - At Your Computer
  Public Services     State Library of North Carolina     Webinar  
Registrations are fully booked!

Event Organizer

Profile photo of Lauren Clossey
Lauren Clossey

State Library of North Carolina
Continuing Education Consultant
Phone: 919-814-6791
E-mail: lauren.clossey@ncdcr.gov