In retail when I am in a "challenging situation" with a customer I use my TCI (therapeutic crisis intervention) experience from my non retail job. I remain calm, actively listen, provide literal proximity and recognize that behaviors are a form of communication. This usually helps de escalate the situation.

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That's a good approach. I don't have any specific training in handling a crisis, but I just try to be patient. Sometimes if you can just get someone to explain what it is they're trying to get, things calm down right away.

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That seems like a nice way to tackle challenges in your way. Can you share more inside or resources that I could use?

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That’s actually a great skill set to bring into retail. I’ve noticed that staying calm and just letting someone feel heard solves more situations than arguing ever does. A lot of customers just want to feel like someone is actually listening to them, and once that happens the tension usually drops pretty quickly.

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Incredible use of those skills!

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