Skillsets & short courses
Managing Disrespectful, Aggressive or Abusive Customers
SIRSS00022
$350*
Equip yourself with essential skills to manage disrespectful, aggressive, or abusive customer behaviour with confidence. This skill set is tailored for individuals in customer service roles within the retail industry, ensuring you can maintain professionalism and safety in challenging situations.
About the course
Gain crucial skills for effectively managing challenging customer interactions, specifically designed for retail environments.
Course outline
Core units
SIRXCEG008 – Manage Disrespectful, Aggressive or Abusive Customers
Topics
- How to identify potentially disruptive customers
- How to implement actions to diffuse and de-escalate potential conflicts
- How to mange disrespectful, aggressive or abusive customers
- How to document and report incidents
- How to manage the personal impacts of disrespectful aggressive or a abusive customer behaviour.
Eligibility
Qualification entry requirements
There are no specific entry requirements for this course.
ARC requirements
- You must have internet access and basic technology skills.
- An entry requirement questionnaire, including a Language, Literacy, Numeracy & Digital (LLND) test, will be undertaken during enrolment or prior to the commencement of the course. If the outcome indicates the need for additional support, ARC will review each enrolment on a case-by-case basis.
- You must have the ability to undertake a work placement. (ARC will assist in sourcing an appropriate workplace.)
* Subsidies may be available. Please contact your Retail Institute consultant to determine if you are eligible for subsidies in your state.