Do you ever have to deal with difficult or angry customers? No matter what type of business you work in, the answer is probably a big YES! Fortunately, there are simple and effective techniques you can learn to de-escalate situations with difficult, angry, or even hostile customers and turn them into happy customers. Most importantly, these techniques will keep you and your employees safe during these tense situations. Specifically, the course will teach you about different types of difficult or hostile individuals as well as methods of observation and physical positioning. You will also learn multiple theories, techniques, and phrases used to effectively de-escalate verbal confrontations.