Build on your customer service skills and gain the knowledge and confidence to effectively deal with difficult customers. Learn communication techniques, assertiveness and negotiation skills to de-escalate any difficult situation calmly.
Through a mixture of theory and practical course work, learn to:
Identify disruptive behaviours of concern
Recognise emotional cues in customers
Question and actively listen to understand the issue
Techniques to understand and reflect to maintain personal wellbeing
Find an appropriate resolution
Document incidents accurately
Gain practical experience and develop specialist skills that give you an advantage in the job market.
Credit toward a full qualification
A nationally accredited Statement of Attainment
A pathway to further study in any customer-based industry
Specialist skills that will lead to supervisory or managerial roles
Some courses require evidence of previous experience or study before you can enrol
To be prepared for this course, we recommend that you have:
Empathy, patience, and the capacity to empower others
Basic customer service skills
An interest developing communication skills
A willingness to help find resolutions
Access to a computer, wifi, recording device, webcam
This qualification contains content, concepts and scenarios that may be distressing. Please consider your personal resilience and any potential emotional triggers when participating in this qualification and in any future employment in this field. If you need help preparing for study, contact us about your options.
TAFE NSW is committed to meeting the learning needs of every community. Meeting these needs can mean there are additional entry requirements at different campus locations. Check your preferred location for further requirements. If you need help preparing for study, contact us to find out how we can support you.
Our graduates go onto roles like: frontline sales assistant with the Certificate III in Retail, customer service representative with the Certificate III in Retail, pharmacy assistant with the Certificate III in Community Pharmacy and store manager with the Certificate IV in Retail Management.
Take your study further with other courses offered at TAFE NSW:
Begin here to gain experience and confidence in this study area.
The Statement of Attainment in Manage disrespectful, aggressive or abusive customers does not have any pre-requisite courses.
Advance your skills to take your career to the next level
Strengthen your expertise and gain specialist skills to expand your employability.
At TAFE NSW, we recognise your previous study and work experience. You can apply for recognition of prior learning or a credit transfer with any of our courses. If you're successful you'll get your qualification faster.
Core units are central to the job outcomes of a particular industry or occupation. These are the units industry has agreed are essential to be capable and qualified at a particular study level.
TAFE NSW provides support services across all campus locations and online. Whatever your needs or circumstances, we have the people, resources, counselling and facilities to support you in focusing on your studies.
TAFE NSW Disability Support Service
TAFE NSW Language, Literacy and Numeracy (LLN) support
TAFE NSW Aboriginal Support; Learner support (ABE)
TAFE NSW Careers, Counselling and Pathways Service
TAFE NSW Libraries
Scholarship programs – be supported as you explore your talents and fulfil your potential
Smarthinking - online access to a tutor
LinkedIn Learning – an online resource which offers innovative courses and tutorials to improve your personal and professional skills
Student associations – get social with our student community
On campus, online and blended study environments; at TAFE NSW your learning works with your lifestyle. Heart your favourites, compare courses and discover what works for you.