De-escalating Customer and Clients

Dealing with tense or challenging situations is part of the reality in customer service and client-facing roles — but knowing how to respond can make all the difference.

In this workshop, participants will learn a simple and effective model for de-escalation, understand the roots of emotional reactions, and develop active listening skills to defuse situations before they escalate further.

Participants will leave with:

• A clear step-by-step de-escalation plan
• Helpful phrases and language to use with upset clients or customers
• A ready-to-use script for handling verbal abuse
• Strategies for managing threats or violence when de-escalation fails

Perfect for anyone who deals with the public and wants to feel more confident, calm, and in control — no matter what the day brings.

Can be an online or in-person workshop — 2 hours