Manage Customer Aggression

Write your awesome label here.
Course overview
  • Level: Beginner
  • Study time: 2 hours
  • Assessments: 1
Course overview
Build the confidence and capacity to effectively deal with challenging customer situations in a way that minimises any negative impact on you, your colleagues, other shoppers and the customer themselves .
Drag to resize
Certification included
Certificate of Completion is awarded to learners passing a final assessment. This branded certificate can be added to your resume and shared on your social networks.

What's included?

  • 4 Topics
  • 14 Lessons
  • 3 Knowledge Checks
  • 1 Assessment

Build confidence and capacity

Help build your confidence and capacity to effectively deal with challenging customer situations in a way that minimises any negative impact on you, your colleagues, other shoppers and the customer themselves. 

Know your role

It is sometimes hard to know what causes disruptive behaviour in customers. This program teaches you strategies and resolution skills to de-escatlate and defuse potentially heightened situations.

Topic list

Topic one - HOW TO IDENTIFY POTENTIALLY DISRUPTIVE CUSTOMERS
  • Customer abuse in Retail
  • The Legislative context
  • Tuning into customer behaviour
  • Causes of disruptive behaviour
  • Your role
  • Its not personal!
  • Knowledge Check - Dealing with disrespect
Drag to resize
Topic two - HOW TO IMPLEMENT ACTIONS TO DEFUSE AND DEESCALATE POTENTIAL CONFLICT
  • Catalysts for disrespectful, aggressive and abusive behaviour
  • Cultural awareness
  • Skills to solving problems
  • Dealing with threatening behaviour
  • Knowledge Check - Dealing with Sexual Harassment
Drag to resize
Topic three - REPORTING ON DISRUPTIVE CUSTOMER SITUATIONS
  • Incident reporting key information
  • Knowledge Check - Incident Reporting
Drag to resize
Topic four - HOW TO MANAGE THE PERSONAL IMPACTS OF DISRUPTIVE CUSTOMERS
  • Personal Response Strategies
  • Self care and community care
  • Ways to seek professional support

Our learners love us

The course was really comprehensive and easy to follow.
The interactive activities made sure that I was able to keep up with the content.
Thank you so much for this great course!
Angela James
A detailed program of one of the most important skills in retail today: Customer Abuse.
In particular,I liked and have implemented some self-care tools. Highly recommended!
Pete Yeen
Extremely valuable for all retail workers! 
The content was outstanding and to the point without drag-on.
Many thanks for the quality of your efforts!
Pip Young
Write your awesome label here.

Never miss out on new programs!

Thank you!
Get updates on new programs and more right in your mailbox.