Managing The Personal Impacts Of Negative Customer Behaviour

Managing The Personal Impacts Of Negative Customer Behaviour

An angry old customer shouting and blaming a woman barista who made a mistake

Managing The Personal Impacts Of Negative Customer Behaviour





intended audience



Time management, Communication, Teamwork



Assessment style

Formative & Summative

Average completion time

45 mins

Course Length

Short course

Course Excerpt

The course equips retail professionals to handle challenging customer interactions effectively.

The course delves into the physical, mental, and emotional impacts of difficult behaviour, fostering self-reflection and debriefing skills.
You will learn to respond to personal effects through emotional regulation and stress reduction techniques. Recognising signs of distress and seeking appropriate support are emphasised.

By developing personal response strategies and a well-being plan, learners build resilience and protect their mental health. This course empowers retail professionals to maintain a healthy work environment while providing exceptional customer service.

Course Impressions


  • Course Overview
  • Self-Reflection and De-Briefing
  • Responding to Personal Impacts
  • Recognising the Need for Professional Support
  • Developing Personal Response Strategies
  • 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

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