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When the Public Attacks: De-escalating Customer Service Conversations

  • 23 Mar 2021
  • 30 Mar 2021
  • 2 sessions
  • 23 Mar 2021, 1:00 PM 4:00 PM (PDT)
  • 30 Mar 2021, 1:00 PM 4:00 PM (PDT)
  • online
  • 29


When the Public Attacks:
De-escalating Customer Service Conversations

6 hours of training over 2-days

  • March 23rd, 1:00-4:00 pm PST
  • March 30th, 1:00-4:00 pm PST

Customer service is hard work and it is not easy to stay calm when a customer is verbally attacking you. Yet it is your job to remain respectful, helpful, and efficient.


This hands-on workshop is designed to train natural foods staff who interact with the public and others—with an emphasis on difficult issues and time constraints. You will learn how to handle customer conflicts with ease, confidence, and speed. A happier customer is a happier you!

Skills you will learn:

  • What really is happening in a conflict

  • How to manage the emotions of others and your own

  • A proven 4-step process to defuse conflict

  • 3 advanced skills for getting to resolution faster

  • BONUS! Practice at handling conflicts with colleagues,
    friends, and family members too!


Provender Members: $199-
Non-Members: $249-


Need help? Please call us at (503) 859-3600 with any questions. This event registration is set up for credit card payment. However, if you need to pay by check, please give us a call and we'll reserve a spot for you while your payment is being mailed in.

This workshop series is a collaboration of Provender Alliance and The Center for Dialog & Resolution (Tacoma, WA).


Maralise Hood Quan is a facilitative and foreclosure trained mediator, serving as the Executive Director of the Center for Dialog & Resolution since May 2007. She holds a BA in International Relations and Conflict Management and a Juris Doctorate, which she received in 2008. Her previous experience includes working as Coordinator of the Conflict Resolution Program at the United Nations University for Peace, a professional mediator in a firm focused on land use, state agency mediations and problem solving services, and Chief of Staff to State Representative Dennis Flannigan.

Lori Buchsbaum is a certified mediator with the Center for Dialog & Resolution in Pierce County and with the Interlocal Conflict Resolution Group in King County, WA. She has mediated issues involving: parenting, parent-teen, dissolution, contracts, foreclosure, employment and small claims. She has also trained mediators, housing specialists and others in communication skills to increase dialog and empower people in difficult situations. She facilitates diverse groups to air and diffuse conflict, build empathy and find common goals.

The Center for Dialog and Resolution is an independent non-profit mediation service provider and training center in downtown Tacoma, Washington. It believes collaboration is the best way to start conflict resolution, rather than taking legal action. This belief drives their commitment to making affordable mediation, training, and facilitative services available to our community, including individuals, businesses, non-profit organizations, and governmental agencies.

Ready to register? Click here.

Provender Alliance exists to educate and inspire our community, providing the tools for education, leadership and community in the natural products trade.  Our members are motivated, influential, passionate leaders.

Address: 13200 37th Ave S, Tukwila WA 98168

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