Unit of competency Outline
Date retreived
22/07/2026 1:43 PM AWST
22/07/2026 1:43 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage disrespectful, aggressive or abusive customers
Manage disrespectful, aggressive or abusive customers
Unit of competency
National Code
SIRXCEG008
SIRXCEG008
State Code
OCG37
OCG37
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
07/12/2020
Field of Education
080399 - Business And Management, N.e.c.
Original Release Date
07/12/2020
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to appropriately and safely manage customers who are disrespectful, aggressive or abusive.It applies to individuals working in customer service roles in a diverse range of industry sectors and business contexts. They may operate independently or under supervision and guidance from others, and within established organisational policies and procedures. It predominantly applies to retail industry work environments with high levels of customer contact.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify potentially disruptive customers.
- 1.1 Monitor customer behaviour to identify signs of potential customer disruption.
- 1.2 Use questioning and active listening to identify possible causes of disruptive customer behaviour.
- 1.3 Indicate willingness to assist in resolution.
- 1.4 Refer to organisational policies and procedures and signage where applicable to explain processes to customer.
2. Implement actions to defuse and de-escalate potential conflict.
- 2.1. Recognise emotional contagions and their impact.
- 2.2. Maintain a calm, respectful and polite manner when interacting with customers.
- 2.3. Provide explanation, assistance or alternatives to address cause of customer issue.
- 2.4 Display and maintain empathy for customer to demonstrate understanding of situation and impact on the customer in order to defuse and de-escalate potential conflict.
3. Manage disrespectful, aggressive or abusive customers.
- 3.1. Use appropriate strategies to respond to customers displaying disrespectful, aggressive or abusive behaviours.
- 3.2. Identify customers who should be refused service or ejected and action in a professional manner.
- 3.3. Promptly identify and act on situations that pose a threat to the safety of self, others or property.
- 3.4. Terminate conversation or encounter if resolution is not possible.
- 3.5 Refer situations beyond the scope of own job role and responsibility to supervisor or other relevant parties as required.
4. Document and report incident
- 4.1.Comprehensively document incident according to organisational policies and procedures.
- 4.2 Obtain statements and contact details from witnesses to the incident where appropriate.
- 4.3 Provide report to supervisor according to organisational policies and procedures.
- 4.4 Identify alternative approaches for affected staff and the organisation to avoid or mitigate similar incidents in future.
5. Manage the personal impacts of disrespectful, aggressive or abusive customer behaviour.
- 5.1 Use a process of self-reflection to identify physical, mental and emotional impacts of the incident on self.
- 5.2 Undertake de-briefing procedures with supervisor following the incident.
- 5.3 Use appropriate techniques to respond to physical, mental or emotional impacts of the incident.
- 5.4 Recognise signs of mental and emotional impacts on self that require professional counselling and seek appropriate support.
- 5.5 Use a process of self-reflection to identify personal response strategies that could be used in future to protect own wellbeing.
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