De-Escalating Difficult COVID-19 Customer Behaviors

(6 customer reviews)



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.

Additional information

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6 reviews for De-Escalating Difficult COVID-19 Customer Behaviors

  1. Travis McAfee – Way Public Library, Perrysburg, Ohio

    I personally liked all the links to book resources. I had heard of them all before but getting an endorsement sold me on reading them this year.

    Another staff member Natalie, loved the “Unfortunately…” suggestion.

    The group as a whole liked, “If you would like to stay in the library,” and the “consistency” tip sparked a great conversation among us about some things we may be sending mixed messages on.

  2. Tina Miller – Richmond, Virginia

    I just finished this webinar and Andrew Sanderbeck was straight and to the point as always, with good techniques on how to de-escalate situations and good examples. I would suggest that you view it, especially if you’re at any of the service points and working with the public.

  3. Lauren Canaday – Bluffton, Ohio

    I wanted to thank Andrew Sanderbeck so much for his webinar yesterday, “De-Escalating Difficult COVID-19 Customer Behaviors.” I especially benefited from the examples of what language to use when communicating with difficult patrons, i.e. benefit statements, “unfortunately,” using silence, etc.

    I’m excited to be able to share some of this information from the slides, and your resources guide of books, videos, etc., with my staff!

  4. Jane Schaffner, Director

    I’m a director at a small rural library that serves a population of approximately 3,900 and I wish I would have had this training years ago. Ohio’s gov. just mandated mandatory masks beginning after 6 pm on Thursday, July 23 so we have already had a staff meeting to discuss much of your webinar.

    I learned so much and the point you expressed about people being over it due to constant decision making was spot on.

  5. Michael Latten, Keys Law Library

    It’s been a while since I have been so interested and informed in a presentation. Thank you for bringing Andrew in. “

  6. Bill Rally, Librarian, NC State University Libraries

    This was an awesome webinar! Andrew gave practical tips that we can implement ASAP. His passion for the subject matter was contagious.

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