Manage Customer Aggression

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 .
Format

Self-pace
Course

Level

Foundational

Starting date

On-going

Attainment

Certificate of completion

Duration

20 minutes

Price

$ 50

What's included?

  • building empathy for customers
  • reflecting on the impact of your verbal and non-verbal communication
  • practising reflective listening skills.

By the end of this course, you will demonstrate understanding in:

Skills and knowledge required to appropriately and safely manage customers who are disrespectful, aggressive or abusive.

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    INTRODUCTION
    • About the course
    LESSONS
    • Introduction to managing customer aggression
    • Understanding the customer's perspective
    • Managing aggressive behaviour
    • Communication choices
    TEST YOUR KNOWLEDGE
    • Instruction before taking the quiz
    • Quiz
    • Certificate of completion
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