Niche Academy-PCI Webinars

PCI Webinars is partnering with Niche Academy to offer you the following on COVID-19 and customer service as libraries re-open.

Registration fee: $49/person. Individuals purchasing the webinar will also receive individual access to the archived recording.

Ask about group discounts for groups of 4 or more. For more information, please email Andrew Sanderbeck at or call 727-409-2239.

Niche Academy organizations will also receive one year of free access to the tutorial in their Academy with:

A group purchase of 4 or more registrations for a Library or single Library System

A group purchase of 20 or more registrations for an Urban,  Regional Library System or Library Consortium

A group purchase of 50 or more registrations for a State Library Organization




De-Escalating Difficult COVID-19 Customer Behaviors

PCI Webinar with Andrew Sanderbeck
Date: Tuesday, July 21st, 2020
Time: 2:00 p.m. – 3:00 p.m. EST

As organizations are reopening, they are finding customers that are looking for a new audience to express their anger and frustrations about their feelings of a loss of normalcy and continued uncertainty. Because of that, dealing with individuals who are angry, non-compliant and even hostile can and will likely become an everyday occurrence.

How you respond to their behaviors is often the key to de-escalating these situations and protecting yourself when a customer is losing control.

In this interactive and informative program attendees will learn eight customer de-escalation tips and specific verbal intervention techniques including proven verbiage to use with customers that are violating your organizations code of conduct and endangering your employees safety.

Areas of customer behaviors to be addressed in this webinar include:

  • Not wanting to wear a mask or not willing to socially distance
  • Verbally or physically threatening an employee or customer
  • Spitting on an employee or customer
  • Non-compliance and other unwanted behaviors
  • Wanting to argue and to “be right” that you are wrong

Andrew Sanderbeck ~ Biography
Andrew has been developing and conducting training programs for organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. With more than 20 years of customer service in corporate, retail and hospitality customer service, Andrew’s programs are filled with proven techniques that attendees can immediately apply.

Group Registration
Registration fee: $49/person.
Ask about group discounts for groups of 4 or more.
For more information, please email Andrew Sanderbeck at or call 727-409-2239.