Skill Set
SIRSS00022
Manage Disrespectful, Aggressive or Abusive Customers
Equip yourself with the skills and techniques needed to de-escalate challenging interactions and create positive outcomes for customers and businesses.
Recognition of Prior Learning (RPL)
Study online
Qld Government
funding
Not available as
a traineeship
Upfront
No Workplace practical requirements
What can I expect?
This Skill Set is designed for individuals working in customer service roles who want to develop practical strategies for managing challenging customer behaviours. You will learn how to respond professionally to disrespectful, aggressive, or abusive interactions while maintaining personal safety, following workplace procedures, and delivering effective customer service.
This skill set is particularly valuable for those working in retail and customer-facing environments, helping you build confidence in handling difficult situations and creating positive outcomes for both customers and businesses.
Career opportunities – where
will my studies lead me?
Customer Service
Manager
Customer Service
Assistant
Service
Supervisor
With this skill set, you will:
01
Build confidence in managing challenging customer interactions by developing practical skills to respond professionally and effectively.
02
Learn techniques to de-escalate difficult situations while maintaining positive customer service and workplace standards.
03
Strengthen your communication and conflict resolution skills to achieve positive outcomes in customer-facing environments.
04
Enhance workplace safety and professionalism when responding to disrespectful, aggressive or abusive customer behaviour.
Entry requirements
There are no entry requirements
Course Duration
6
months part-time
Nationally Accredited
Skill Set
Pathways to University
n/a
Rolling Enrolment
Enrol anytime
Learning Method
Study online at your own pace on any device
Live Webinars
Coming soon!
Fees and Payment Options:
non-funded Course fees:
Upfront
$100
Please note: A statement of attainment will only be issued once all course fees have been paid in full.
For more information, please refer to our Student Handbook
You will be required to follow your training plan. This will be discussed and agreed upon at induction. If you do not meet the obligation of the agreed timeframe, other charges may be applicable. Maximum time frames are subject to volumes of learning and qualifications being superseded.
Further charges may be applied if student obligations are not met in accordance with the agreed timeframes stated in the student training plan, discussed and determined at induction. Maximum time frames are subject to recommended study load and potential nationally authorised changes to qualification criteria.
Career Boost Funding:
Locations include:
Brisbane, Cairns, Central Queensland, Darling Downs – Maranoa, Gold Coast, Ipswich, Logan – Beaudesert, Moreton Bay – North, Moreton Bay – South, Sunshine Coast, Toowoomba and Townsville areas.
general training pathway
Concessional
$25
1
$25
Non-concessional
$50
1
$50
PLEASE NOTE Payment of Co-contribution Fee: Upon course approval, students are required to pay 30% of the Co-contribution fee. The remaining 70% must be paid at completion.
For example, $200 = $60 upon course approval, $140 at completion.
Career Boost funding via the Queensland Government’s Skills Assure Program supports ELIGIBLE* students in obtaining a Skill Set, Certificate IV or higher qualification. Students will be required to make a co-contribution fee (listed above) at course approval. For further information, see https://desbt.qld.gov.au/training/training-careers/incentives
Skill Set Structure:
A total of 1 unit must be completed:
1
Unit
SIRXCEG008
Manage disrespectful, aggressive or abusive customers
It’s as easy as 1, 2, 3!
We aim to help our students as much as possible. That’s why you can apply for and start your study journey in three easy steps.
01
Apply
02
Determine Suitability
Before you start your training journey, we make sure the course is the right fit for you. This step includes:
-
Pre-Enrolment Assessment (PEA) – including your Language, Literacy, Numeracy and Digital (LLND) skills check.
-
Discovery Call – a conversation with our team to talk through your goals, needs, and confirm key enrolment details.
-
Payment of Fees – secure your spot with payment of the course fees.
Once complete, you’ll receive your Training Plan and be ready to get started
03
Commence your studies
You will receive an email with your login details. Remember these details and bookmark the login URL in your browser. Logging in will give you access to your first unit in the online portal.
Start on your first unit.
RPL students
Your Educator will contact you to progress the RPL process if you are undertaking this pathway.
Congratulations. You’re on your way to completing your new qualification!
Learn for Life