Manage Disrespectful, Aggressive Or Abusive Customers

Course Excerpt

This course equips retail professionals with essential skills to manage disrespectful, aggressive, or abusive customers effectively.

Learners will learn how to respond to challenging behaviours using appropriate strategies, prioritise safety, and identify when to refuse service or seek support from supervisors.

By understanding customer behaviour, practising effective communication, and implementing de-escalation techniques, participants will be able to confidently handle difficult interactions while maintaining a customer-centric approach.
By the end of this course, retail professionals will be adept at terminating conversations when resolution is not possible and referring situations beyond their scope of responsibility to relevant parties.