This course is not available for online applications. Please contact the team for further information on how to apply.
The purpose of this course is to give employees the tools to manage changes to their existing retail and customer service workplace environment, and feel more able to deal with difficult customers and situations.
This course describes the performance outcomes, the skills and knowledge, required to appropriately and safely manage customers who are disrespectful, aggressive or abusive.
It applies to individuals working in customer service roles in a diverse range of industry sectors and business contexts. They may operate independently or under supervision and guidance from others, and within established organisational policies and procedures. It predominantly applies to retail industry work environments with high levels of customer contact.