SIRSS00022- Manage disrespectful, aggressive or abusive customers

Introduction

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 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.

Course Outline

CORE UNITS

Unit Code	Unit Description
SIRXCEG008	Manage disrespectful, aggressive or abusive customers

• To achieve this accredited skill set, 1 unit must be completed.

Entry Requirements

There are no entry requirements to study this qualification, although students must be able to provide a Unique Student Identifier (USI) and identification.

Students must also complete a short Language, Literacy and Numeracy (LLN) assessment to assist VTS in identifying a learner’s eligibility and individual needs.

Delivery

The delivery of this course includes classroom-based face to face training, practical training and supported self-study and research.

Eligibility Requirements

Eligibility for funded training is determined by the Government of Western Australia Department of Training and Workforce Development and may change from time to time.

To check the most up-to-date requirements, please view the eligibility criteria here.

Learning Resources

VTS provides the student with the required learning resources.

Recognition of Prior Learning

RPL is available, please contact VTS for more information.

SIRSS00022 - Manage disrespectful, aggressive or abusive customers

This course is designed for people working in customer service roles across a range of industries who are seeking additional skills to manage disrespectful, aggressive, or abusive customers.