Dealing with Aggressive and Abusive Customers
In today’s retail environment customer facing staff are often required to deal with a challenging range of aggressive, disrespectful and abusive customers. This scenario has become more acute during and after Covid, meaning retail staff need to be equipped to professionally and safely deal with any instances. In this short course facilitated by the NRA, participants will build their confidence and resilience whilst gaining critical skills and techniques that enable them to effectively handle escalating customer situations in a safe way.NOW OPEN TO ENROLL
What we offer
The NRA Retail Institute (RTO registration code 0712) is one of Australia’s leading training organisations for the retail industry. Our experienced training team delivers a wide range of accredited and non-accredited qualifications and courses nationally.
Each year, our training team helps retailers around Australia train staff, increase sales and improve management practices through our real-world programs. All training programs are designed to specific requirements, and we work closely with both employers and individuals to recognise any existing skills to ensure that our training is complementary to the needs of each unique business and person.
In addition to our packaged courses, our team can also work with you to tailor a course that meets your requirements.
Why train with the NRA Retail Institute?
You are more likely to retain your staff if you show that your business values its staff through investing in training.
Retail and technology is constantly changing. Regular training ensures your staff keep up with both the latest technology, and industry compliance.
Better job satisfaction
Training supports your staff to up-skill and take on new roles, resulting in better job satisfaction and mental wellbeing.
Ensuring your employees’ skills and knowledge are up-to-date can grow your business and boost its competitiveness.
This course was great for me, I've been a stay at home mum for 12 years and was so nervous about getting out and getting job ready. I have built up so much confidence I never had and I had a feel of what it would be like to work and I loved it. Great course overall.
Certificate II in Retail Services - Sarah M.
The training provided was informative and emphasised real-world experiences. The trainer (Suzi) was friendly and approachable, whilst also maintaining a professional environment that ensures a focus of learning. Given the current health crisis, the NRA has done an excellent job in pivoting towards an online-only approach.
Certificate III in Retail - David M.
One thing I really enjoyed about this course was my amazing teacher Suzi! She made the course a lot less stressful and easier to understand. Suzi is an angel, she pushed us to succeed, she is very good at her job and I am so lucky and honoured to have her by my side throughout the whole process. I have learnt a lot in this course, I feel confident in myself and I am looking forward to jumping straight into the retail industry. I strongly recommend anyone that is looking into starting this course, to definitely give it a go. I am 100% glad that I decided to do this course, and I feel more confident jumping into work. Thank you Suzi and everyone else for this amazing journey and opportunity.
Certificate III in Retail - Emily B.
I loved every bit of the retail course with both trainers. They were great at ensuring all of their students were on task and weren't struggling at all! And if we were in need of a deeper explanation, or a different way, they did just that! I found my experience amazing and pleasant, and I was actually quite sad it has finished because it was so enjoyable!
Certificate III in Retail - Hailie A.B.
I thoroughly enjoyed my time training with Suzi and the TTW team. They were all very welcoming and were so helpful throughout the duration of the course. Everyone was included and we all got along really well. If I were to study with the TTW team again, I hope I would get Suzi as my teacher.
Certificate III in Retail - Mackenzie B.
Highly recommend the NRA for studying/completing a certificate. The trainers were very nice, helpful, and provided students with as much help as they could give us. The certificate work was hard but not incredibly difficult, the questions were easy to understand and the website is easy to figure out. I highly recommend this course and this company as I enjoyed learning and felt very welcomed and assisted during my studies.
Certificate III in Retail - Tifini P.
The trainers were fantastic! Always wanted to teach and were always polite and understanding of others. The course had a strict timetable that the trainers followed excellently. I would highly recommend doing this course if you have not worked in retail before as it provides essential skills and experiences that will help you thrive in any retail career.