Retail Conflict Management: 02. Preparation and Scenarios

Course overview

When you're dealing with stressful situations at work, one of the best things you can do to reduce that stress is to be prepared for those scenarios ahead of time. When you know your company policies, what difficult scenarios might arise, and how to handle them before they happen, you'll be better-positioned to respond in the appropriate manner. So in this course, we'll talk about ways you can be prepared for difficult situations that might arise at work. We'll go over customers' rights vs. store rights and policies. We'll cover how to handle customers who claim they have a medical condition that prevents them from wearing a mask. We'll discuss managing general retail delays that are occurring due to the pandemic. We'll also touch on how to handle verbal and physical assaults.
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