Manage Disrespectful, Aggressive Or Abusive Customers

Manage Disrespectful, Aggressive Or Abusive Customers

Pharmacist talking to dissatisfied, disrespectful customer at drugstore

Manage Disrespectful, Aggressive Or Abusive Customers





intended audience



Time management, Communication, Teamwork



Assessment style

Formative & Summative

Average completion time

45 mins

Course Length

Short course

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.

Course Impressions


  • Course Overview
  • Understanding Challenging Customer Behaviour
  • Strategies for Dealing with Difficult Customers
  • Refusing Service and Ejection Procedures
  • Ensuring Safety for All
  • Terminating Conversations or Encounters
  • Escalating issues to Supervisors or Relevant Parties
  • Quiz
  • Summary

What’s Included

  • eLearning
  • Assessment
  • Access on tablet and mobile
  • Shareable badge of completion*


  • Online Course & Quiz FREE
  • Written Assessment & Marking PREMIUM
  • Practical & Evidence Assessment PREMIUM

Other courses that might interest you

2560 1707 Cloud Assess