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Welcome & Introduction

Customer De-escalation: Retail US Training

What you’ll learn

Opening Scenario

Recognizing Escalation & The De-escalation Process

What escalation can look like

The De-escalation Process

Communication & Boundaries

What to say - and what to avoid

How to set a boundary

Safety & Aftercare

When does it change from service to safety?

When to get help right away

After the incident

Practice & Review

Practice Case

Key takeaways for the job

Quiz

Survey & Feedback

Thank You!

Welcome to "Ria Retail De-escalation: From Service to Safety," a comprehensive training program designed specifically for Ria Money Transfer retail employees. In the fast-paced retail environment, customer interactions can sometimes become challenging or emotionally charged.

$ (USD)

Welcome to "Ria Retail De-escalation: From Service to Safety," a comprehensive training program designed specifically for Ria Money Transfer retail employees. In the fast-paced retail environment, customer interactions can sometimes become challenging or emotionally charged. This course empowers you with the essential skills to confidently manage difficult customer interactions, ensuring a calm, professional, and safe environment for both staff and customers. Throughout this training, you will learn how to recognize the early behavioral cues of escalation, such as changes in tone or physical posture, and intervene early to prevent a standard transaction from turning into a stressful situation. We will guide you through the foundational steps of the de-escalation process: reading the moment, responding calmly, guiding the next step, and getting help when needed. You will also master effective communication techniques, discovering exactly what to say—and what trigger words to avoid—while learning a simple, proven formula for setting clear professional boundaries. Most importantly, this course teaches you how to differentiate between an ordinary customer service complaint and a genuine safety risk, emphasizing that your personal safety always comes first. By the end of this training, complete with realistic practice scenarios and actionable takeaways, you will be fully equipped to handle high-stress situations, document incidents accurately, and maintain a secure workplace on every shift.

Ria Retail De-escalation Training

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            <p>Working at the counter means you are the face of Ria, helping people send vital support to their loved ones every day. While most interactions are positive, money can be a sensitive topic, and sometimes emotions run high. This training is designed to give you the tools to handle those tough moments with confidence and care. Our primary goal is to ensure that every Ria location remains a calm and safe environment for both you and our customers. By learning how to spot the early signs of frustration and intervening early, you can keep a standard transaction from turning into a stressful situation.</p>

<p>Throughout this course, you will build practical skills that are easy to use during your shift. We will walk through how to choose the right words to calm a tense moment, how to set clear and professional boundaries when a customer’s behavior changes, and how to recognize the exact moment a situation shifts from a service issue to a safety risk. You will learn that your personal well-being always comes first and discover the best ways to get help when you need it. These strategies are here to empower you, helping you feel more prepared and secure while providing the great service our customers rely on.</p>
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