Managing challenging customer interactions
- Category
- Mental health & wellbeing
- Audience
- All Staff
- Format
- Workshop
- Duration
- 1 hour
This practical workshop gives frontline staff the tools to manage difficult customer interactions without absorbing unnecessary stress. You'll leave with de-escalation techniques and a framework for protecting your own wellbeing while still delivering good service.
Learning outcomes
- Recognise the difference between challenging and unacceptable behaviour
- Apply de-escalation techniques in real time
- Set boundaries professionally without escalating conflict
- Debrief and recover after a difficult interaction
Compliance outcomes
- Strengthen understanding of WHS obligations relating to customer-facing psychosocial risk
- Demonstrate proactive steps toward protecting frontline staff wellbeing
Benefits
- Reduced stress and burnout in customer-facing roles
- Fewer interactions escalating unnecessarily
- Improved staff confidence and retention in high-contact roles
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We will work with you to embed safety, care and accountability across your organisation.