Aggressive Customer/Client Management

Course Outline

This Aggressive/difficult Customer/Client Management course has been designed to meet the needs of Management, counter staff and other general staff in dealing with aggressive, abusive, stubborn, and threatening customers. It has been customised to meet the needs and policies adopted by several Western Australian fast food outlets and can be subsequently customised to meet each state or areas requirements.
 
The two part course consists of theory and practical sessions and examples throughout a one day course.

The Theory section of the training consists of a comprehensive session on:
  • Legislation and litigation (Duty of Care, staff and customer rights, legalities.)
  • Familiarisation with company worker policies and verbal/physical assault procedures.
  • Causes of violence and/or aggression in relation to your work and how to deal with it.

Personal Safety. It’s your right.      

There are also a range of short exercises to highlight situations and responses in the workplace, which in turn provides participants with an avenue to express, question, share and learn. The Practical component of the course, deals with hands-on techniques and applications. The components are: 
 
  • Confident Demeanour
  • Knowledge
  • Defensive Postures
  • Defusing Postures
  • Relevant Positions with barriers
  • Resolving and Defusing Communications
  • Defensive Strikes
  • Non Contact Escorts (single and partner assist)
  • Contact Escorts (single and partner assist)
  • Escapes and Releases
  • Third Party Assist (cameras, Police, etc.)
  • Role Plays
 
TTS-100 is currently conducting these courses in Western Austrlia, Victoria, South Australia and New South Wales. To accomplish this we have ensured the client’s training curriculum is addressed and all material presented mirrors company policies and procedures.
 
Outcomes
By adopting this training approach our clients have supported and enhanced their current status as forerunners in industry standards and the training offered to staff. Statistics show that staff is feeling more confident and capable of handling any situation; there has been a noticeable decrease in insurance claims for stress leave, workers compensation and the like not to mention a decrease in complaints from staff and public.
 
Lower insurance premiums will be as part of the norm due to staff awareness, best business practices being adopted and the company will retain and keep quality staff.
 

 COSTS: This is dependant on class numbers and locations

PRE-REQUISITES: None

OTHER REQUIREMENTS: Signed “Participation waver” required to participate in the practical component of the course.

CONTACT: For inquiries contact admin@tts-100.com or telephone (08) 9336 5880 or fax (08) 9431 7606.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Course objective

To provide a knowledge based and realistic overview of how and why aggression (verbal and physical) occurs in your workplace and to provide the client, their managers, counter staff and general staff with the knowledge (Company Policies, Legislation, personal rights, customers rights), confidence and competence in:

Recognising Aggression and potential Violence
Understanding the difference between assertive and aggressive
Defusing Disputes and aggression
Resolving Disputes and Aggression
Maximizing Companies Goals (return of the customer)
Law Enforcement Agencies Dialogue (how to communicate)
Personal Safety Confidence
The importance of Reporting (Incident Reports, Property Damage Reports, etc...) 
The importance of Minimizing Aggression and Violence