Manage disrespectful, aggressive or abusive customers
CODE: SIRXCEG008
ENROL TODAY (or express interest)
What You'll Learn
We introduce you to the skills and knowledge needed in today's cleaning workforce.
You’ll learn:
Identify potentially disruptive customers:
- Monitor customer behaviour to identify signs of potential customer disruption.
- Use questioning and active listening to identify possible causes of disruptive customer behaviour.
- Indicate willingness to assist in resolution.
- Refer to organisational policies and procedures and signage where applicable to explain processes to customer.
Implement actions to defuse and de-escalate potential conflict:
- Recognise emotional contagions and their impact.
- Maintain a calm, respectful and polite manner when interacting with customers.
- Provide explanation, assistance or alternatives to address cause of customer issue.
- Display and maintain empathy for customer to demonstrate understanding of situation and impact on the customer in order to defuse and de-escalate potential conflict.
Manage disrespectful, aggressive or abusive customers:
- Use appropriate strategies to respond to customers displaying disrespectful, aggressive or abusive behaviours.
- Identify customers who should be refused service or ejected and action in a professional manner.
- Promptly identify and act on situations that pose a threat to the safety of self, others or property.
- Terminate conversation or encounter if resolution is not possible.
- Refer situations beyond the scope of own job role and responsibility to supervisor or other relevant parties as required.
Document and report incident:
- Comprehensively document incident according to organisational policies and procedures.
- Obtain statements and contact details from witnesses to the incident where appropriate.
- Provide report to supervisor according to organisational policies and procedures.
- Identify alternative approaches for affected staff and the organisation to avoid or mitigate similar incidents in future.
Manage the personal impacts of disrespectful, aggressive or abusive customer behaviour:
- Use a process of self-reflection to identify physical, mental and emotional impacts of the incident on self.
- Undertake de-briefing procedures with supervisor following the incident.
- Use appropriate techniques to respond to physical, mental or emotional impacts of the incident.
- Recognise signs of mental and emotional impacts on self that require professional counselling and seek appropriate support.
- Use a process of self-reflection to identify personal response strategies that could be used in future to protect own wellbeing.
Some of the industries your skills will be used in are:
- child care centres
- disability services
- commercial businesses
- small businesses
COURSE OPENS ON ***
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COURSE DETAILS:
Inside each unit, you will get the following:
- A Learner Manual - this is where you will find all of the content. These guides have been written by actual industry leaders.
- Self-Paced Workbook - these can be easily downloaded and printed or done right on your computer.
- Written Quizzes and Assessments - these are simple and easy to understand and can be printed or done online.
- Physical Skill and Demonstration - scenarios written specifically to practice skills that you will need in the real life industry.
- Certificate upon Completion
HOW WILL I BE ASSESSED?
Our goal is to make assessing as easy an as fun as possible. You are required to provide evidence that you have completed the work. We use short answer questions, long answer questions, quizzes, photos and videos. Below are some activities that you will be required to do in order to complete this unit:
Demonstrate appropriate techniques to deal with customers displaying each of the following characteristics:
- disrespect
- verbal aggression
- physical aggression or violence
Demonstrate appropriate actions to respond to the following situations:
- customer refusing to comply with policies on premises
- customer refusing to leave
- where staff or other customers are in danger or intimidated by customer behaviour.
Meet the Trainer
Fiona Morris
Founder - Australian Cleaning Academy
Our head trainer, Fiona Morris, has over 20 years experience in the cleaning. Not only has she established several successful cleaning businesses, she has trained many future cleaning business owners and upskilled many in the industry.
A qualified trainer and assessor, holding Cert IV TAE/ WHS and Cert III Cleaning Operations.
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Founder of Level Up
