Managing Disrespectful, Aggressive Or Abusive Customers

Managing Disrespectful, Aggressive Or Abusive Customers

Pharmacist talking to dissatisfied, disrespectful customer at drugstore

Managing Disrespectful, Aggressive Or Abusive Customers

INDUSTRIES

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SKILLS

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level

Assessment style

Average completion time

eLeaning

Assessments

Mobile Friendly

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WHAT YOU’LL LEARN

  • How to identify and understand various types of challenging customer behaviours, including their potential triggers and impacts on the retail environment.
  • Active listening and empathetic communication strategies to defuse aggression and establish rapport with customers.
  • The appropriate scenarios for refusing service or ejecting customers, including familiarity with company policies and legal requirements.
  • Techniques for ensuring safety in retail settings, including identifying potential threats and implementing emergency protocols.
  • How to professionally terminate conversations or encounters when a resolution is not possible, ensuring safety and respect.
  • The process for escalating issues to supervisors or relevant authorities, including recognising when it’s necessary and how to do it effectively.
  • Strategies for maintaining composure and professionalism in the face of challenging customer interactions, promoting a positive work environment.

COURSE OVERVIEW

In the dynamic retail sector, professionals frequently encounter challenging situations with disrespectful or abusive customers. This course equips retail workers with essential skills to effectively manage difficult interactions. Participants will learn to identify signs of customer anger, employ active listening to defuse tension, and apply conflict resolution skills to maintain professionalism. The training emphasises strategies for dealing with difficult customers, including empathetic communication and body language to build rapport. It also addresses the psychological impact of such encounters on staff and offers techniques to remain calm and composed, ensuring employee and customer satisfaction.

Additionally, the course provides guidelines for safely refusing service or ejecting customers in accordance with company policies and legal standards. Lessons on ensuring safety and managing the negative consequences of aggressive behaviour teach retail professionals to protect themselves, their colleagues, and customers. By mastering these techniques, participants will help create a harmonious retail environment, minimising potential harm and enhancing customer relations. The curriculum, enriched with strategies for managing rude or angry customers and maintaining professionalism in stressful situations, prepares learners to handle any customer service situation, thus safeguarding employee well-being and the retail establishment’s reputation.

COURSE PREVIEW

COURSE ACTIVITIES

Introduction

  • Course Overview

Lessons

  • 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

Conclusions

  • Quiz
  • Summary
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ASSESSMENT OPTIONS

Online Course & Quiz

Written Assessment & Marking

Practical & Evidence Assessment

CERTIFICATIONS

Upon completion you will be issued with a course certificate which will be saved in your account and can be shared on Linkedin under your Licenses & Certifications.

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