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
