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Community Conversations: De-escalation Tactics for Problem Customers

November 10 @ 6:30 PM - 8:00 PM

The DSBIA is excited to host its second Community Conversation of the fall, “De-escalation Tactics with Problem Customers” with a special guest presentation by Shaun Wilson.

During COVID, there has been a rise in customer conflict. How can we deal with agitated customers safely and quickly, and when is it time to call in backup? All this and more will be discussed at the next Community Conversation on Nov. 10th. So join the DSBIA and Shawn Wilson, the VP of Sales from Guardteck as we discuss de-escalation tactics to deal with sexist, racist, homophobic, and disruptive behaviour from customers. Whether you’re a business owner, employee, or customer, come and learn how to de-escalate situations and create good customer moments all around. Register TODAY and join us on Wednesday, November 10th, from 6:30 pm to 8:00 pm to get in on the conversation.

Shaun Wilson’s (He/Him) experience in the public safety and customer service realm includes over 15 years of serving in Security Manager roles at high-profile events and facilities. Shaun’s focus has been on delivering positive guest experiences while mitigating potential threats and business interruptions in various key roles. He has worked as a Security Supervisor at Donnelly Pub Group, Security and Facility Manager at AMS of UBC, Security Services Manager at Brentwood Town Centre and Security Manager for Vancouver’s Civic Theatre. Shaun is currently the Security Manager at world-class music festivals such as Shambhala and Bass Coast while acting as an executive with Guardteck Security Corp as Vice President of Client Relations.

How much is a ticket?

Completely free of charge! Register here.

Where will the event be held?

Zoom: The link will be sent via email after registration.

Agenda (PST):

6:30 PM Event begins

6:40 PM Guest Speaker Presentation

7:05 PM Q&A

7:20 PM Discussion

7:50 PM Event Wrap Up

Find out more about our upcoming events through social media!

Instagram @dtsurrey
Twitter @dtsurreybia
Facebook @DowntownSurreyBIA


Downtown Surrey Business Improvement Association


Online Event/ Zoom

If you would like to add a local event that is happening in Downtown Surrey to our calendar, please e-mail Bonnie at info@downtownsurreybia.com with details to be listed.