Institute Feature: Customer Service — De-escalation

Creating a calm and safe environment inside grocery stores remains a pressing concern, especially in a rising time of consumer discontent. While dissatisfied shoppers might create tense situations, trained associates can promote a more positive environment through de-escalation techniques, which prioritize safety, minimize disruptions, and contribute to store success. Learn how to implement de-escalation strategies through the Customer Service – De-escalation course at the Retail Learning Institute, which will give you and your associates the skills needed to manage difficult interactions. 

Course Description

Throughout this course, you will learn valuable techniques and strategies for effectively managing challenging customer interactions while prioritizing safety for both customers and employees. By recognizing signs of escalating customer behavior, applying de-escalation techniques to diffuse tense situations, and following established safety measures, you'll be equipped to create a safe, positive shopping environment and ensure a secure atmosphere. 

Students will first learn to identify situations where escalation is possible, such as customer frustration with long wait times or inventory shortages. Next, the course identifies common signs of escalation, including nonverbal cues, which can alert associates to potential aggression. This preparation can help associates avoid problems before they start. 

Most importantly, this course identifies and provides examples of several de-escalation techniques. These strategies can be used to:

• Calm upset customers
• Maintain a positive environment
• Create a safe shopping environment

From practicing active listening to offering practical solutions, these techniques help associates control interactions effectively and can enhance customer satisfaction. 

Finally, this course provides suggestions for when de-escalation fails. It encourages associates to prioritize their safety as well as the safety of others and offers strategies to achieve the best-case resolution of a worst-case scenario. 

The newest course at the Retail Learning Institute (RLI) is full of examples and real-life scenarios for associates to learn de-escalation strategies and put them into practice. Practice empathy and keep your store safer by learning de-escalation at RLI.