Customers can react to stressful situations — the holidays, election cycles, personal life events — in unpredictable ways. Learners will gain skills to identify these situations and to de-escalate them, ensuring an enjoyable shopping experience for all customers and employees. This training is valuable for individuals in customer-facing roles to recognize, prevent, and manage conflict.
This course prepares students to take the NRF Customer Conflict De-escalation national certification exam. The cost of the course INCLUDES the cost of the national certification exam.
Students will:
- Identify and manage customer conflict and disruptive behaviors
- Understand warning signs and other factors contributing to conflict
- Utilize strategies to acknowledge and manage emotions and feelings
- Recognize and apply effective communication skills
All necessary course materials are included.
Certification(s):
This course prepares students to take the NRF Customer Conflict De-escalation national certification exam. The cost of the course INCLUDES the cost of the national certification exam.
