Description

Event Hosted by California Association of of Code Enforcement Officers

Customer Service/De-Escalation Training

Presented by Josef Levy Long Beach Police Department (retired)

As Code Enforcement Officers, working with the public can be both rewarding and challenging. You also know that you sometimes deal with challenging, demanding, or difficult customers. There are times when customers have legitimate reasons to be upset, and other times they do not.

Working in this profession, you must be prepared to handle difficult customers and find ways to resolve these situations successfully. This three-hour webinar will provide you with skills and strategies so that you are better equipped to deal with these stressful encounters.

Topics will include:

• Delivering exceptional customer service

• What is aggressive behavior?

• Origins of difficultness

• How to avoid “getting hooked”

• The role that emotions play

• The fight or flight response

• Identifying emotional triggers

• De-escalation/active listening skills

• Setting limits/dealing with profanity

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Fees:

$60 Member early-bird 

$65 Members after 

$120 Non-member early-bird

$125 Non-members after 

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CEU Credits:

3