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.

Mode of Study

This course is delivered as part of the Combined Skill Sets Workshop together with SITSS00071 Responsible Service of Alcohol.

These skill sets are delivered face-to-face in a classroom with simulated work environment.

Entry Requirements

There are no entry requirements for this qualification. However, Vocational Training Services will address any individual requirements on a case-by-case basis.

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.

Introduction

Mode of Study

Entry Requirements

Learning Resources

Recognition of Prior Learning