Refusing service and de-escalating conflict

Hi everyone,
Not sure if this is the right category, but here we go!

Due to changes we made in our retail space due to covid-19 we’ve had pushback from some customers who refuse to wear a mask and even had customers push through closed sections of the store because they disagreed with our new way of doing things.
Wondering if anyone has any material they can share on how we can guide our store staff in dealing with these individuals, valuable de-escalation techniques, and also how to continue supporting them after dealing with difficult people.


I don’t have materials to share on the subject, but I have facilitated this type of training and know others who do this as well. Where are you located?


Hi Avi,
I’m in Vancouver, BC.

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