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?

  • practising assertive conversations
  • practising self-regulation strategies
  • devising realistic workplace scenarios to put the HEAT theory into practice
  • brushing up on your knowledge of escalation and emergency procedure
  • researching where to seek help if confronted with an aggressive incident?
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.
INTRODUCTION
  • About the course
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LESSONS
  • Preventing, defusing and de-escalating tension
  • Staying safe
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TEST YOUR KNOWLEDGE
  • Instruction before taking the quiz
  • Quiz
  • Certificate of completion
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