Retail Conflict Management: 05. Maintaining Control

When you're in a difficult situation, it can be easy to let things get out of hand. Maybe you feel too convinced that "the customer is always right." Or perhaps you just don't know what to do with your own emotions. Whatever your personal struggle may be, you're not alone. Maintaining control over tense and argumentative situations isn't easy. So, in this course, we'll go over some tips to help simplify things. We'll talk about the importance of being prepared and how to best equip yourself for conflict. Then, we'll cover how to stay in control and react properly when you're confronted by an angry customer.