PRESENTER:      Monique Richardson and Colin Drane

COST:                  This is a free event for ASU members. Collection of your information is used only for contact purposes.

DATE:                  Monday 22 July

TIME:                   VIC / NSW / TAS / QLD: 7pm-8pm

                             SA / NT: 6.30pm-7.30pm

                             WA: 5pm-6pm


Boost Your Skills: How to deal with Difficult Customers or Customer Aggression
(Night Session)​

This webinar is designed for those who work in community services, local government, call centres, airports and travel agencies, and anyone who wants to learn how to deal with difficult customers or customer/client aggression.

Our presenter Monique will guide attendees through managing difficult customer interactions, understanding the triggers of difficult behaviour and provide some tactics & strategies to de-escalate and problem solve.

She will provide some techniques for managing yourself and feelings following such events.

Union Organiser Colin Drane will also provide some information on your employer’s workplace health and safety obligations, and provide some tips for your workplace.

About the presenters:

Monique is a highly experienced, dedicated and passionate Customer Service facilitator, consultant and speaker. She has held long term, senior consulting roles with the Customer Service Institute of Australia (CSIA), the Australia Institute of Management (AIM) and previously held the position of National Training Manager at Hertz.Monique holds her Certificate IV in Customer Contact, Training & Assessment and is an accredited DiSC profile practitioner and successfully runs her own customer-centric training consultancy, delivering learning initiatives at all levels to a diverse portfolio of clients & organisations. An energetic & interactive facilitator, Monique brings a deep breadth of knowledge to her work with others whilst providing engaging and practical learning outcomes.

Colin is an experienced organiser with the United Services Union branch of the Australian Services Union (ASU). Colin organises workers in local government, and has extensive experience working with and supporting members who deal with customer rage and aggression at work.

Topics covered:

  • Managing difficult customer or client interactions;
  • Understanding the triggers of difficult behaviours;
  • Practical tactics and strategies to de-escalate and problem solve;
  • Employer obligations for workplace health and safety.

Boost Your Skills: How to deal with Difficult Customers or Customer Aggression (Night Session)

  • Monday July 22 2019, 7:00 PM - 8:00 PM