Managing Disrespectful, Aggressive, or Abusive Customers
$29.00
Dealing with aggressive or abusive customers can be extremely challenging, especially if we are new to a customer service role. Dealing with these situations, or even just witnessing them from the sidelines can be extremely confronting and can cause us to feel a lot of negative emotions. Studies have shown that being exposed to a lot of disrespectful, aggressive, or abusive customers leads to lower workplace morale, emotional damage, absenteeism, staff turnover, and physical injury.
This is a non-accredited course. You will receive a Certificate of Completion upon successful completion.
Our goal in this course is to assist you to develop skills to de-escalate disrespectful, aggressive, or abusive customers and, when we are not able to defuse a situation – we will address strategies we can implement to deal with these customers while protecting our health and wellbeing.
Cost
$29.00
Course Name
Managing disrespectful, aggressive, or abusive customers
Pre-requisite
None
Time
- Course takes 2 – 4 hours to complete.
- From the date and time of purchase, you have 4 weeks to complete your training.
- There are no refunds if you do not complete your course within this timeframe; however, 14-day enrolment extensions are available for a small fee. Enrolment extensions are available for up to 90 days from the original enrolment expiry.
Valid
Australia-wide
Other Helpful Details
Learn on your terms! This course is delivered 100% online and is accessible 24/7. You do not need to complete the course in one sitting. You can exit the course at any stage and the platform will remember where you’re up to.
The course is broken down into small, manageable sections designed to improve your learning.
- Click the Enrol Now button
- Enter your details and proceed to the payment page and pay
- After payment, you have immediate access to your My Courses tab.
- Click on the name of the course to start. No need to wait for an email with log in details!
Who Should Do This Course?
Anyone working in customer service looking to expand their knowledge around how to deal with particularly difficult customers.
Working in customer service relies on customers being provided with a high-quality service experience. This includes staff being trained and equipped to handle and resolve customer complaints effectively, the ability to respond to difficult situations, and overall, help establish and develop customer relationships.
Dealing with aggressive or abusive customers can be extremely challenging, especially if we are new to a customer service role. Dealing with these situations, or even just witnessing them from the side lines can be extremely confronting and can cause us to feel a lot of negative emotions. Studies have shown that being exposed to a lot of disrespectful, aggressive, or abusive customers leads to lower workplace morale, emotional damage, absenteeism, staff turnover, and physical injury.
Our goal in this course is to assist you to develop skills to de-escalate disrespectful, aggressive, or abusive customers and, when we are not able to defuse a situation – we will address strategies we can implement to deal with these customers while protecting our health and wellbeing.
There is an art to dealing with scenarios where a customer becomes disrespectful, aggressive, or abusive.
In this course, we will learn:
- how to identify potentially disruptive customer
- conflict resolution skills by exploring actions we can take to defuse and de-escalate potential conflict
- how to manage disrespectful, aggressive, or abusive customers
- how to appropriately document and report incidents when they do occur
- how to manage the personal impact of these customer interactions
Click here to read our student handbook and documents relating to learner’s rights including our complaints and appeals procedure.
Have a query or question? Please email us at [email protected]
To complete this course, you need:
A unique email address: This email address cannot be used by another student as it becomes your unique login username.
Technology
- Computer/laptop with internet access and current internet browser (Chrome & Edge are best).
NOTE: Due to the interactive nature of this course, we do not recommend use of a smartphone, iPad or other tablet device to complete this course.
Requirements to enter into the course:
- Learners must accept the Terms and Conditions of the course
The course is broken down into sections. At the end of each section is an assessment. You are required to answer all questions in all sections correctly in order to pass the course and receive a completion certificate.
Learner Rights & Obligations
View the Student Handbook to learn more about learner rights and obligations.
CTW Obligations
View the Student Handbook to learn more about CTW’s obligations.
Disclaimer
This course is provided for professional development and learning purposes only. It is not nationally accredited and should not be relied upon as a substitute for accredited training where accredited training is required. Clear to Work makes every effort to provide accurate and current information, but accepts no responsibility for any loss, damage or reliance arising from use of the material.
COURSE SUMMARY
Delivery: 100% online (no classroom)
Duration: 2 – 4 hours (self-paced)
When can I start? Immediately access your course after completing enrolment
Completion: On successful completion, you receive a Certificate of Completion
Valid: Australia-wide
Frequently Asked Questions
From the date and time of enrolment, you have four (4) weeks to complete your course in its entirety. This includes assessment marking and any potential resubmission if required.
14-day enrolment extensions are available for a small fee.
Australia-wide
If your course enrolment has expired, you can purchase a 14-day enrolment extension for a small fee as long as you are within 90 days of your original course enrolment expiry.
You must successfully complete all Learning and Assessment to receive a Certificate of Completion.
If you get stuck at any point along your enrolment or learning and assessment journey – we’re here to help! Please email us at [email protected] and our team can assist you.
Trusted by 600,000+ Students and businesses around Australia for over 12 years
What Makes Our Courses the Best in Australia?
Accessible platforms 24/7
Created with the best in modern technology and security.
100% Local Support Team
Highly responsive, Australian-based support
Easy & Intuitive Experience
Online training from start to finish, it's a breeze!
Ready to get started?
What Our Customers Have to Say
