Let’s Review!

In this course, we have discussed the importance of de-escalation, skills to guide you through intense or emotional situations, and a framework to follow in the moment.

Why is de-escalation necessary?

• Brand reputation
• Safety
• Customer experience

Common escalation triggers:

• Long wait times
• Miscommunication
• Unmet expectations
• Policy limitations

Core de-escalation skills:

• Staying calm
• Active listening
• Giving choices
• Knowing your boundaries

The LATTE Model

L – Listen

A – Apologize

T- Take Action

T – Thank

E – Encourage

Remember – the overall goal is to make the customer feel seen, heard, and return to your establishment!