Dealing with Disrespectful, Aggressive or Abusive Customers
SIRXCEG008 Manage disrespectful, aggressive or abusive customers
SIRXCEG009 Manage workplace responses to disrespectful aggressive or abusive customer behaviour.
Category :
Mental Health
Price :
$150
Duration
- Course Length: 3 Hours
Category :
Business
Price (from):
$180
Course Length: from 3 hours
Led by experienced industry professionals, this combined course equips frontline staff and supervisors with the skills to confidently manage disrespectful, aggressive, or abusive customer behaviour—and to support teams in high-pressure situations.
This nationally accredited program is ideal for workplaces where customer conflict, safety concerns, and staff wellbeing are key priorities. Learners gain practical techniques to de-escalate situations, protect themselves and others, and implement workplace strategies that minimise risks.
- Recognise and respond to signs of aggression early
- De-escalate conflict using calm and professional techniques
- Safely refuse service and end interactions when necessary
- Document incidents accurately and follow legal requirements
- Support and debrief team members after incidents
- Mentor staff on safe practices and implement workplace strategies to prevent future occurrences
It is recommended that participants be over the age of 14.