De-Escalating Confrontations Over Masks

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
• 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