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Customer Service during COVID-19: De-escalation Strategies for Frontline Staff

Date and Time
November 2, 2020
11 a.m. - 12 p.m.
Virtual Event
Register here

COVID-19 has dramatically shifted the hospitality experience. Many restaurants, retail establishments and businesses with visitor-facing staff are experiencing conflicts with guests who may resist public health mandates. Conversations with guests can be tense, especially when stepping into an enforcement role.

In this webinar, participants will learn about how to address these challenging discussions, which become even more important going into fall and winter, when complying with physical distancing and public health mandates is essential. This training delves into diffusing and de-escalating conflicts and best practices in effective communication, resulting in positive visitor experiences and ensured guest and staff safety. This training is delivered by Michael Chamberlain-Torres with support of the Oregon Hospitality Foundation and Travel Oregon.