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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!
SKU: P0469EN
$15.00

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

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

Products specifications
Course LanguageEnglish
Length Range30 Minutes or Less
Length (Hours)0.5
Course FeaturesAudio
Course FeaturesAccessible
Course FeaturesMobile
Module Number(s)40979EN
Products specifications
Course LanguageEnglish
Length Range30 Minutes or Less
Length (Hours)0.5
Course FeaturesAudio
Course FeaturesAccessible
Course FeaturesMobile
Module Number(s)40979EN