Retail workers regularly face high stress and emotionally charged situations. This video training explores customer service de-escalation techniques for difficult customers. This video explains why de-escalation is important in retail. This course demonstrates how to avoid confrontational language. This training discusses key de-escalation techniques, including using a positive tone, active listening, and open body language. The course also shows employees when to involve management or security and how to stay safe. Being able to de-escalate a challenging situation helps to protect employees from harm. Use this course to educate employees about customer service de-escalation techniques for working with difficult customers.