Aggressive Customer Training- An Obligation or Opportunity
QRisk Situational Awareness & Aggressive customer training - A safer world one client at a time
Say No to the Aggro
Aggressive customer situations are certainly on the increase, our media headlines are full of the examples. Behind the offenders actions are a myriad of reasons, and many of those reasons you aren’t going to be able to influence. Thats the real reality of the situation. What you can influence though, is the preparedness of your staff and their actions when these situations occur. Training is only one layer in building that required safety and security resilience, but its a bloody important layer, in this rising risk to people safety and security.
Organisations do have the legal obligation to provide their staff with a safe working environment and part of that obligation is training. But what about viewing that obligation differently, what if it was viewed as an opportunity to provide staff with real life skills that helped deal with those aggressive customer situations, but also to deal with any risk, any situation, in any workplace. Give your staff skills that help keep them safe at work and beyond. Central to that guiding principal of ours is situational awareness.
“I didn’t realise that I actually had a relatively low level of situational awareness. The workshop highlighted this to me in my own mind and I am now conscious of being much more aware. The course was great from a work perspective but I also liked that it was very relative to life outside work as well, so we were getting a dual benefit”
Why is Aggressive Customer Awareness Training needed?
Because Aggressive Customer situations happen, and they are increasing with frequency meaning the risk to safety and security of your staff is increasing. We have seen this increase occurring over time in workplace situations just as we are seeing an increase of community and street aggression. The two are in some ways connected.
The training is absolutely needed, because those who are responsible for the offending are part of our communities, they are on our streets, they carry biases, aggression and violence and take that with them. At a moment in time they walk into your business, your store or organisation. Maybe a client, a customer or completely random, but they are walking in.
Who needs Aggressive Customer Awareness Training ?
Any business that has face to face customer, or client interactions.
The breadth of our client training base includes, banking, retail, hospitality, insurance and non profits - The situations carry many commonalities but the environments and circumstances are different.
Social conditions, financial stress, mental illness and poor customer experiences are all potential factors which become a situational reality for customer facing staff.
It’s right and appropriate for staff to manage upset and even angry customers but when emotions escalate or kick off, from the get go with aggressive behaviour, then a line has been crossed and this requires training to get the right response.
QRisk Aggressive Customer Awareness Training
QRisk Aggressive Customer Awareness training provides your staff with the tools to help identify the risk flag indicators and then provides a practical and easy framework to deal with all of those customer aggression scenarios.
The unique point of difference is that developing personal situational awareness as a life skill, is also a core training outcome, meaning your staff will be much more empowered not only to deal with aggressive customer situations, but all of life’s risk’s as it relates to people safety and security - and in that is the opportunity to give your staff real life skills that will extend beyond dealing with aggressive customer situations in the workplace but also dealing with any of life’s risk.
Our Aggressive Customer Awareness Training outcomes include;
Demonstrate how engaging situational awareness reduces risk and injury in the both the workplace and beyond
Demonstrate an understanding of the difference between upset customers and aggressive customers
Demonstrate an ability to employ practical tools to deescalate upset customers
Apply the practical Q6 risk framework to identify, reduce and stay safe when confronted with aggressive customer situations
Employ the Q6 risk model framework that can be applied to any situation that threatens personal safety and security - anywhere, anytime
Aggressive Customer Awareness Training gives caring people leaders an opportunity to move beyond the legal obligations of providing a safe working environment, by enhancing personal and team safety and security through the QRisk aggressive customer and situational awareness training.
Aggressive Customer Training Feedback - what our clients say
We have received fantastic feedback over the years regarding our situational awareness and Aggressive Customer Awareness Training. We look forward to bring this same expertise to your organisation
‘The content is brilliant, such wonderful life skills and advice for everyone to incorporate into their everyday lives. Our team found the material so beneficial are still discussing it regularly. Such wonderful facilitators, from the moment they started speaking they had the entire room captivated. They use gritty real life situations we can all identify with and situations that started out as ones we have all been in. The feedback we had from our team was phenomenal, they were blown away that we as a company cared enough about their personal safety to make such an investment. They appreciated immensely that we invested the time and resource in teaching them to be more aware and protect themselves. For any company considering investing in this training for their team, I strongly recommend it. What an amazing and eye opening course” - Amy Buller - People Leader Overland Footwear
The QRisk Aggressive Customer Awareness course is typically run over a half day for up to 18 participants.
The course can be extended by tailoring it to your physical environment and can include practical scenarios to enhance the learning experience.