As a great retailer you understand that your success is directly related to the relationships you foster with your customers. Despite our best-laid plans however, things don’t always work out the way we intended and we can find ourselves confronted by upset or angery customers. These situations can be unexpected and unpleasant, but they also provide great opportunities to revisit our processes and help us to improve the customer experience we offer.

This short workshop will give your staff insight into the underlying reasons for the behaviour they see. They will gain invaluable de-escalation skills to turn difficult interactions into successful results. Having the know-how to manage these situations with confidence and professionalism are not only empowering for your team, but can restore and further strengthen the customer relationship and your good reputation. Please print out the workbook to use with this workshop.