Managing Disrespectful, Aggressive, or Abusive Customers - $29

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 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.

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:

1. how to identify potentially disruptive customers
2. conflict resolution skills by exploring actions we can take to defuse and de-escalate potential conflict
3. how to manage disrespectful, aggressive, or abusive customers
4. how to appropriately document and report incidents when they do occur
5. 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 support@cleartowork.com.au

Click Start Now button, enter your details, and proceed to the payment page. After payment, you are given immediate access to your My Courses tab. Simply click on the name of the course when you are ready to start. No need to wait for an email with log in details!

The course is broken into easy-to-manage sections. At the end of each section is an assessment. Please read How Will I Be Assessed? for more details on assessment.

Further course details: 

• This course offers speedy enrolment
• The course takes 2-4 hours to complete depending on your existing knowledge. No need to finish the course in one session! Log in and out as many times as you like, the system remembers where you are up to.
• From the date and time of purchase, you have four (4) weeks to complete your course. At the end of the four week enrolment period, your course will expire and will no longer be accessible. 14-day enrolment extensions are available for up to 90 days past your original enrolment period. 
• Please note there are no refunds if you do not complete your course within this timeframe.

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/tablet/smartphone with internet access and current internet browser.

You will be assessed using multiple-choice questions. 

Multiple-Choice Questions

The course is broken down into small, manageable sections designed to improve your learning. At the end of each section is a multiple-choice quiz.

You are required to get all questions correct in a section before moving to the next section. You will be given feedback on questions you answered incorrectly.

You can review the learning materials during the assessment. You can take the test as many times as you need.