If you work in customer service — whether it's over the phone, online, or in person — you have probably encountered a challenging customer or two. Now you can learn skills and strategies to manage challenging customer behaviours and diffuse potentially confronting situations!
You'll learn ways to deal with the customer, and how to support your own mental health and wellbeing in challenging service situations. You'll also learn how to prevent or assist in dealing with volatile customers, and how to document and report any incidents. This skill set is designed for customer service workers across a range of sectors that may deal with challenging customers; including retail, community pharmacy, hair and beauty, tourism and hospitality, cleaning, trade services, aged care; healthcare; public information services, and public transport.
*Some eligibility conditions apply for free training — full details here
Choose a WA TAFE college that delivers this course
To find out more about doing this course at a WA TAFE college, select one of the TAFEs listed below to read their course descriptions. You'll also be able to see at which TAFE campus/es the course is delivered.
If you would like further information such as when the course is available and how to enrol, and details of course fees, or if you have questions about how the course is delivered, please follow the Find out more link to go to the TAFE's website where you will find full course details and contact information so that you can speak to the TAFE directly.
Learn to deal with difficult customers
If you work in a customer service environment in any industry, this skill set will set you up with additional skills to manage disrespectful, aggressive or abusive customer behaviour. It particularly applies to retail industry work environments.
Gain these skills
- Strategies for dealing with disrespectful, aggressive or abusive customers
- Techniques for:
- responding to workplace stressors
- building resilience
- monitoring personal health and well-being
- Identifying workplace stressors
- Communication strategies and techniques such as negotiation
- Techniques to respond to physical, mental or emotional impacts of an incident
Choose a private training provider that delivers this course
This course is available from registered training organisations (accredited private training providers) that are also funded through Jobs and Skills WA. Select from the list below, and follow the link to the provider's website for further information about the course and how to enrol.
For most of us, dealing with an angry or abusive customer can be upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle angry and abusive customers you can save relationships, turn the situation around and keep your stress levels under control. In this FREE Skill Set, you can learn skills and strategies to manage challenging customer behaviours and diffuse potentially confronting situations! Perfect for people working in customer service roles – whether it’s over the phone, online, or in person. This Skill Set is particularly applicable to retail industry work environments.
Delivery location
The information presented on the course lists within this website is provided to the Department of Training and Workforce Development by the WA TAFE colleges and private training providers, and is offered as a guide only. It is updated regularly, however some changes to details may occur in between updates. You should always contact the TAFE or private training provider directly to confirm details and/or ask questions.