Print Page   |   Sign In
SWON Webinar - De-Escalating Difficult COVID-19 Customer Behaviors
View Registrations Tell a Friend About This EventTell a Friend
SWON Webinar - De-Escalating Difficult COVID-19 Customer Behaviors

FREE for members & geographic members - 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.

8/5/2020
When: 2:00 PM
Where: Online
United States
Contact: 513-751-4422
« Go to Upcoming Event List  


De-
Escalating Difficult COVID-19 Customer Behaviors

This broadcast is available exclusively to SWON Supporting and Geopraphic Members at this time

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, Andrews programs are filled with proven techniques that attendees can immediately apply.

Who should attend?

  • Everyone!

Competencies Covered (Competency Index for the Library Field): 

  • Essential Library Competencies
  • Personal/Interpersonal Competencies
  • Communication

  • Public Services Competencies
  • Adult & Older Adult Services
  • Adult Reference
  • Circulation Services 

CEUs:

OLC accepts 1 CEU.

KDLA accepts up to CEU. 

ISL accepts up to 1 LEU/TLEU.

Price:

FREE for employees of Supporting Member Institutions & Geographic Members

This event is made possible by funding from LSTA grants from the IMLS

 

Search
Sign In


Latest News
Upcoming Events

10/26/2020
Archived Webinar - Graphic Novel Collection Development

10/27/2020
Reviewers of Young Adult Literature (ROYAL) - Central KY

10/29/2020
Building Literacy in Every Library: How to Develop Fun Programs that Support Reading for School Age

10/30/2020
Check Out an Archived Webinar Today!

10/30/2020
Archived Webinar- De-Escalating Difficult COVID-19 Customer Behaviors