What is the David Jones 3D’s Personal Safety Model?
Question 1
A) Decide, Do it & Debrief
B) Determine, De-escalate & Disengage
C) Determine, Direct & Debrief
When other customers are waiting in line during a challenging interaction, how should you handle their concerns?
Question 2
A) Ignore the waiting customers
B) Acknowledge their presence and let them know you’ll assist them shortly, ensuring their experience is not neglected
C) Tell the waiting customers they will have to wait longer because of the current situation
Why is it important to involve your manager when a refund dispute begins to escalate?
Question 3
A) To pass off the problem to someone else
B) To ensure the situation is managed effectively and safely, as the manager is trained to de-escalate and resolve such disputes
C) To avoid having to deal with a difficult customer
Complete
