MANAGE WORKPLACE RESPONSES TO DISRESPECTFUL, AGGRESSIVE OR ABUSIVE CUSTOMER BEHAVIOUR

SIRSS00032

This Skill Set is designed for individuals in supervisory roles in front-line customer service across a range of industry sectors and business contexts who are seeking additional skills to manage workplace responses to disrespectful, aggressive or abusive customer behaviour. It particularly applies to retail industry work environment.

ABOUT THE COURSE

Advance your skills further in managing customer aggression

A set of skills for you to reduce risk of disrespectful, aggressive or abusive customer behaviour, manage incidences of disrespectful, aggressive or abusive customer behaviour when escalated and support the wellbeing of staff following an incident of disrespectful, aggressive or abusive customer behaviour.

COURSE OUTLINE

 

Core units:
  • Manage disrespectful, aggressive or abusive customers (SIRXCEG008)
  • Manage workplace responses to disrespectful, aggressive or abusive customer behaviour (SIRXCEG009)*

Unit marked with an asterisk* has a prerequisite SIRXCEG008 Manage disrespectful, aggressive or abusive customers.

ELIGIBILITY

ARA requirements

You are required to have internet access and basic technology skills when undertaking this qualification.

An entry requirement questionnaire, including Language, Literacy and Numeracy (LLN) test, is undertaken during the enrolment or prior to the commencement of the course. Where the outcome indicates that you require additional support, the ARA will review each enrolment on case-by-case basis.

The ARA Retail Institute (ID NUMBER: 4049) is the leading national body providing for the education, consulting and professional development needs of the Australian retail industry. The ARA Retail Institute specialises in consulting and education on a broad range of topics, including: Retail Buying, Financials, Visual Merchandising, Marketing, Operations, and Sales and Service Strategy. The ARA Retail Institute houses a suite of both accredited and non accredited training solutions; from the Diploma of Retail Management to customized in-house training programs. This suite provides a diverse and flexible range of education products to suit industry needs.