Customer Service

Course Description: Learn what customer de-escalation (also known as verbal de-escalation) is, why physical force should be avoided, and tactics to effectively de-escalate customer conflict situations. 

Course Facilitator: Justin Maki, Safety Coordinator, Metro Transit

Course Resources: 

• Customer De-Escalation Slides
• Customer De-Escalation "One-Sheeter"
• Customer De-Escalation 11 x 17 Print-Out
  • Printable on 11 x 17" paper to display in your workspace(s).  

Access the Recording (15 minutes)

Course Description: Trauma-Informed Customer Service is offered by the Employee Assistance Program (EAP). This course will equip you with techniques to better handle challenging customers.

Course Facilitator: Arlyn Gonzalez and Mary Eldridge, Employee Assistance Program

Course Resources: Please read through the following materials before viewing the recording:

• Handout: Trauma-Informed Customer Service Training
• Handout: Trauma-Informed Customer Service Training Questions

Access the Recording (45 minutes)