This one-day (8 hours) face-to-face course will cover how to communicate and deal effectively with disruptive customers while following company policies and procedures.

Participants will learn practical techniques to defuse and de-escalate potential conflict, as well as strategies for managing disrespectful, aggressive, or abusive behaviour in a safe and professional manner. 

The training will also address the correct process for incident reporting to ensure accurate documentation and follow-up. Finally, the course will include self-reflection and debriefing practices to help participants evaluate their responses, identify areas for improvement, and maintain personal well-being.

For most of us, dealing with an angry or abusive customer can be upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle angry and abusive customers you can save relationships, turn the situation around and keep your stress levels under control. 

In this FEE FREE Skill Set, you can learn skills and strategies to manage challenging customer behaviours and diffuse potentially confronting situations! Perfect for people working in customer service roles – whether it’s over the phone, online, or in person. 

This Skill Set is particularly applicable to retail industry work environments. This course is delivered via a face to face classroom method at one of our training sites located in Joondalup and Cannington.