Dealing with difficult customers is unfortunately part & parcel of any customer facing role. What if you could replace the feeling of dread with one of confidence and being in control? Great news this is a skillset you can learn!

Define Your Line - Align your team, understand what’s is acceptable behaviour and what is not. Then, importantly understand the right response. Get your people squared away in this space.

How staff respond, de-escalate or safely exit a situation is a direct reflection of the safety and security culture of the company and the training they have received.

Training is our sweet spot - sharing that with volunteers across NZ is simply a good thing to do.

The tide continues to rise in the space of aggressive customer situations in a wide range of industries - from retail to corporate settings. So what’s changed.