If you work in customer service — whether it's over the phone, online, or in person — you have probably encountered a challenging customer or two. Now you can learn skills and strategies to manage challenging customer behaviours and diffuse potentially confronting situations!
You'll learn ways to deal with the customer, and how to support your own mental health and wellbeing in challenging service situations. You'll also learn how to prevent or assist in dealing with volatile customers, and how to document and report any incidents. This skill set is designed for customer service workers across a range of sectors that may deal with challenging customers; including retail, community pharmacy, hair and beauty, tourism and hospitality, cleaning, trade services, aged care; healthcare; public information services, and public transport.
*Some eligibility conditions apply for free training — full details here
This course remains FEE FREE in 2024! No course fees apply!
This skill set contains the following nationally recognised unit/s of competency.
| Unit code | Unit title |
|---|---|
| SIRXCEG008 | Manage disrespectful, aggressive or abusive customers |
In vocational education and training (VET), a skill set is a short course that's developed by choosing individual units of competency from a full qualification (or qualifications) that target a specific set of skills and knowledge, to meet the needs of industry or a particular job role.
The units of competency in a skill set are nationally accredited and recognised.
This means that when you successfully complete a skill set, you will receive a Statement of Attainment as an official record. This verifies that you have completed those units, so that you can receive credit for them should you continue on to further study.
Skill sets are also used to upskill workers for specific skills and knowledge required for their job; or in situations where a full qualification is not required.
The units in this skill set may lead to the qualifications listed below, and others that allow selection of these units.
- Certificate III in Retail
- Certificates II, III and IV in Community Pharmacy
- Certificate III in Cleaning Operations
- Certificate IV in Retail Management
It's important that you choose the best possible training option, to suit your needs. The good news is that there's something for everyone — whether you're just starting out and seeking your first job; skilling up for a career change or promotion, or whatever your situation... but getting some good advice is always a good idea.
Your local Jobs and Skills Centre offers professional information, advice and support for all things training, jobs and careers, and all their services are 100% free!
Centres are located across Perth and through regional WA — you can call your local JSC on 13 64 64 for a chat, or use our map to find your closest centre and drop in for a visit.
Choose a WA TAFE college that delivers this course
To find out more about doing this course at a WA TAFE college, select one of the TAFEs listed below to read their course descriptions. You'll also be able to see at which TAFE campus/es the course is delivered.
If you would like further information such as when the course is available and how to enrol, and details of course fees, or if you have questions about how the course is delivered, please follow the Find out more link to go to the TAFE's website where you will find full course details and contact information so that you can speak to the TAFE directly.
Learn to deal with difficult customers
If you work in a customer service environment in any industry, this skill set will set you up with additional skills to manage disrespectful, aggressive or abusive customer behaviour. It particularly applies to retail industry work environments.
Gain these skills
- Strategies for dealing with disrespectful, aggressive or abusive customers
- Techniques for:
- responding to workplace stressors
- building resilience
- monitoring personal health and well-being
- Identifying workplace stressors
- Communication strategies and techniques such as negotiation
- Techniques to respond to physical, mental or emotional impacts of an incident
Choose a private training provider that delivers this course
This course is available from registered training organisations (accredited private training providers) that are also funded through Jobs and Skills WA. Select from the list below, and follow the link to the provider's website for further information about the course and how to enrol.
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 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.
Delivery location
The information presented on the course lists within this website is provided to the Department of Training and Workforce Development by the WA TAFE colleges and private training providers, and is offered as a guide only. It is updated regularly, however some changes to details may occur in between updates. You should always contact the TAFE or private training provider directly to confirm details and/or ask questions.