COVID-19 Customer Service: De-escalating Conflict over Safety Rules (Masks, Social Distancing, One-Way Systems)
Last Updated 09/2025
English
Export to your LMS
Full Lifetime Access
Self-Paced
Finish in
10 mins!
Finish in
10 mins!
Made for for
Employees
and
Supervisors
Employees
and
Supervisors
Certificate
of Completion
of Completion
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
Prepare the workplace with appropriate signs
Assess why a customer might not be following safety rules
Challenge a customer who is not following the rules
De-escalate conflict
Disengage safely when de-escalation fails
Skills covered in this course
Description
In the COVID-19 era, many retail and hospitality businesses have introduced rules to make sure customers observe social distancing requirements, such as one-way systems, queues for entry, or new service and collection processes. Customer service professionals have found themselves tasked with challenging customers who are not following these rules. Situations like this can quickly escalate into conflicts. In some cases, fear of infection makes those involved angry or fearful. In others, deeply-held political beliefs cause feelings to run high. These are new challenges for most customer-service professionals, and many will need training in how to handle them.
This animated video course shows learners how to challenge non-compliant customers in a way that not only avoids conflict but provides a positive customer experience. Learners are introduced to the variety of reasons why customers might not follow rules, from medical exemptions to political beliefs. Finally, the course equips CS professionals to recognize signs of potential aggression, de-escalate confrontations, and stay safe when de-escalation doesn’t work.
To develop this course, we’ve drawn on the expertise of security specialists Trisat, who have helped clients from Jaguar Land Rover to T-Mobile keep their people safe. Our 15 years’ experience in learning design, UX and creative writing make the learner experience engaging and empowering.
This animated video course shows learners how to challenge non-compliant customers in a way that not only avoids conflict but provides a positive customer experience. Learners are introduced to the variety of reasons why customers might not follow rules, from medical exemptions to political beliefs. Finally, the course equips CS professionals to recognize signs of potential aggression, de-escalate confrontations, and stay safe when de-escalation doesn’t work.
To develop this course, we’ve drawn on the expertise of security specialists Trisat, who have helped clients from Jaguar Land Rover to T-Mobile keep their people safe. Our 15 years’ experience in learning design, UX and creative writing make the learner experience engaging and empowering.
Author
At Real Projects, we create award-winning eLearning designed to inspire, engage, and empower modern workforces. Our expertly crafted courses cover a wide range of topics, from cybersecurity and leadership to AI and workplace skills—all built to integrate seamlessly with any LMS or LXP. With a focus on innovation and continuous improvement, we deliver learning experiences that drive real performance and growth. Now available on Coggno, our ready-to-go eLearning library makes it easy for organizations to access high-quality, flexible, and impactful training for teams across every industry.
COVID-19 Customer Service: De-escalating Conflict over Safety Rules (Masks, Social Distancing, One-Way Systems)
Frequently Asked Questions
This course is designed for employees and supervisors who need to complete COVID-19 Customer Service: De-escalating Conflict over Safety Rules (Masks, Social Distancing, One-Way Systems) training
Yes. Refund requests can be submitted within 30 days of purchase.
Yes. This course is designed to meet applicable federal requirements and commonly mandated state standards. Always confirm specific state or industry requirements with your local regulations.
The course takes approximately 10 minutes to complete and can be paused and resumed at any time.
Yes. Learners receive a downloadable certificate upon successful completion, which can be used for compliance records and audits.
Yes. You can assign this course to individuals or groups using Coggno’s LMS, or purchase multiple seats for your team.
Yes. This course can be exported for delivery in most learning management systems (SCORM compatible).
Yes. The course is fully self-paced and available 24/7.
Yes. This course includes a knowledge check to reinforce learning and verify completion.
Learners have lifetime access from the date of purchase.
Yes. A preview is available so you can review the course format and content before purchasing.
Yes. Content is reviewed and updated as regulations and best practices change.
Yes. This course is available for free with an active Prime Subscription.
This animated video course shows learners how to challenge non-compliant customers in a way that not only avoids conflict but provides a positive customer experience. Learners are introduced to the variety of reasons why customers might not follow rules, from medical exemptions to political beliefs. Finally, the course equips CS professionals to recognize signs of potential aggression, de-escalate confrontations, and stay safe when de-escalation doesn’t work.
To develop this course, we’ve drawn on the expertise of security specialists Trisat, who have helped clients from Jaguar Land Rover to T-Mobile keep their people safe. Our 15 years’ experience in learning design, UX and creative writing make the learner experience engaging and empowering.