Rod Catterall & Associates Pty Ltd Workplace Training Australia Wide.

Specialists in Training / Coaching & Mentoring – Ph 61 3 9579 0800

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  • Our Team
    • Director - Rod Catterall
    • Partner – Jody Barney
    • Partner – Dr Malini Singh
    • Partner - Brian Martin
    • Colin Rosewarne
    • Lani Engelhardt
    • Bernie Lastro
    • Sean Bowring
  • Online Training
    • Live Webinars
    • Public Workshops
    • Pre recorded Webinars
  • Behaviour Management Training
    • Our Program
      • 1. Ethical Response & Safety
      • 2. Positive Behaviour Support
      • 3. Autism Spectrum Disorder
      • 4. Trauma Informed Care
      • 5. Disability Cultural Awareness
        • -Cultural Awareness
      • 6. Mental Health Literacy
      • 7. Protective Physical Behaviours
      • 8. Occupational Violence Prevention
      • 9. Baton Handling & Control
      • 10. Managing Aggression
      • 11. Workplace Bullying & Harassment
      • 12. Behaviour Coaching & Mentoring
      • 13. Customer Service Training
      • 14. Person Centred Active Support (PCAS)
    • Train the Trainer Model
      • Train the Trainer
  • Resources
    • Evasive Self Defence Videos
    • Personal Safety Videos
    • Baton Handling & Control Videos / Drills
    • Workforce Recruitment
  • Careers
    • Step 1. Trainer Requirements
    • Step 2. Induction Checklist
      • Confidentiality Agreement
      • Licensing Agreement
      • Referral Agreement
      • Statutory Declaration
    • Step 3. Trainer Certification
  • Work Health & Safety Training
  • Complex Behaviour Consulting
  • Contact Us
    • General Enquiry Form
    • Request Quote Form
    • Booking Form
      • NDIS Booking Info
      • Parent Consent Form
      • Participant Consent Form
      • Pre & Post Training Report
      • Behaviour Coaching
      • Customer Review
    • WHS Booking Form
    • Staff Waiver Form
    • Staff Feedback Form
    • Deaf ICC Feedback Form

Customer Service Training (CST).

Managing Difficult Customers (face to face or on the phone)

Training Methods Available

  • Pre-recorded Webinar (1 hour max)
    • Includes self assessment & certificate of completion

Course Content

  • Definitions & Legislation
  • Legal Issues
  • Triggers of Anger
  • Warning Signs of Anger
  • Customers Stress Cycle
  • De Escalation Strategies
  • Managing Conflict
  • Risk & Threat Assessment
  • Proactive to Reactive Responses

Learning Outcomes

  • Understand the Legislation & Legal Issues
  • Apply De Escalation Strategies
  • Understand Proactive to Reactive Responses
  • Demonstrate How to Manage Conflict

Training is  evidence & strength based, and customized to suit your organisation. Our training is to develop pro-active, confident staff that feel both secure and safe while dealing with difficult customers. The flow on effect will then lead to happier customers and increase in profit, All behaviour management training meets the worksafe guidelines across states and territories for managing aggressive behavior in customers.

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