Disrespectful, Aggressive or Abusive Customers
SIRSS00032 – Manage workplace responses to disrespectful, aggressive or abusive customer behaviour
Career Outcomes
- Upon successful completion of the qualification, career pathways may include, but are not limited to:
- Customer Service Representative
- Supervisor / Team Leader
- Frontline Team Member (e.g. retail, hospitality, aquatic centres)
Duration
- Course Length: 8 Hours
Course Length: 8 hours
Delivery Options: Online or Face-to-face
This skill set gives you the tools to stay calm, confident, and in control when situations get tense.
Whether you’re on the front desk, supervising a team, or dealing with the public every day, this nationally recognised training helps you respond safely and professionally to challenging behaviour, protecting your team, your customers, and your workplace.
Outcomes:
- Once these units of competency have been attained, there are no renewal requirements.
By completing this course, you’ll gain practical skills to handle challenging situations with confidence, professionalism, and care, including:
- Recognising and responding to aggressive or abusive behaviour
- Using de-escalation techniques to safely manage conflict
- Communicating calmly and clearly under pressure
- Following safety procedures and workplace reporting protocols
- Supporting team members through debriefing and recovery
- Promoting a respectful, positive workplace culture
Units of Competency:
- SIRXCEG008 Manage disrespectful, aggressive or abusive customers
- SIRXCEG009 Manage workplace responses to disrespectful aggressive or abusive customer behaviour.
To ensure a successful and effective learning experience, please review the following pre-requisites before submitting an application for enrolment:
- Eligibility: Candidates must be Australian or New Zealand citizens or hold an appropriate visa allowing them to undertake education. Please note: Ampd Academy is not a CRICOS provider and cannot enroll students on an international student visa.
- Technology & Preparation: You’ll need a smart device or computer with internet access to complete online and pre-course activities — including a quick quiz to help us confirm your enrolment and check if any support is needed before training begins.