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De-Escalating Confrontations Over Masks

During the COVID-19 pandemic, businesses are dealing with a patchwork of mask-wearing policies. For a variety of reasons, some customers refuse to wear masks. This can be a nightmare for public-facing workers!
SKU: P0469EN
$15.00

During the COVID-19 pandemic, businesses are dealing with a patchwork of mask-wearing policies. For a variety of reasons, some customers refuse to wear masks. This can be a nightmare for public-facing workers!

Learning Objectives:

  • Explain why companies have mask policies in place
  • Outline situations where customers should be allowed into your business without wearing masks
  • Describe the steps your company can take to address customers' objections
  • Recall the techniques for encouraging compliance with your company's mask policy
  • Summarize the methods for de-escalating a confrontation with an angry mask-refusing customer and bring about a positive outcome
  • Employees in all workplaces

Course Outline:

  • Course Features
  • About This Course
  • Introduction
  • Learning Objectives
  • Mask Laws and Policies
  • Planning Ahead to Address Customers’ Objections
  • Approaching a Customer Who is Not Wearing a Mask
  • De-Escalating a Confrontation with a Mask-Refusing Customer
  • Securing Future Business
  • Building a Lasting Relationship
  • Conclusion
  • Summary
  • Test

Duration:

0.5 hours

Target Audience:

General; Retail; Banking; Public-facing employees

Features:

Accessible, audio, mobile

Module(s):

40979EN

Products specifications
Course Language English
Length Range 30 Minutes or Less
Length (Hours) 0.5
Course Features Audio
Course Features Accessible
Course Features Mobile
Module Number(s) 40979EN
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