Managing Customer Aggression in the Workplace
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An evidence-based approach to reduce the impact of customer aggression while boosting psychological safety at work

A role in customer service can be enormously rewarding work – making a difference in customers’ lives, connecting with them, and solving their problems, while providing valuable products or services. Yet alongside these positive interactions are customers who behave in increasingly aggressive ways in the current COVID climate towards staff who are trying to help them. No doubt, this takes a toll on staff, resulting in increased Workcover claims, sick leave, staff turnover, burnout and low morale.

Mental health claims are growing steadily over time and are expected to grow to 33 % of workers’ compensation claims in the next 10 years. This trend places increased pressure on employers who care about their staff’s mental health and want to mitigate risks to their wellbeing.

To teach participants how to effectively deal with the impacts of customer aggression while increasing self-awareness and psychological safety on the job.

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