How to Manage Unacceptable Customer Behaviour

Customers may become frustrated due to unmet expectations, perceived unfair treatment, challenging life situations or not feeling listened to. Sometimes their behaviour is rude, offensive, aggressive and threatening. What can you do in this situation?

In this 1-hour training session, we will share our insights and best practices in effectively, calmly and respectfully de-escalating conversations and taking steps to keep customers and colleagues safe and cared for.

We will cover:

  • Undertsand why customers may become frustrated and angry
  • Recognise signs of unacceptable behaviour
  • Reduce the risk of unacceptable customer behaviour
  • Support tools for colleagues
  • Implemeting an Unacceptable Customer Behaviour policy
  • Creating clear roles and responsibilities for reporting and managing unacceptable customer behaviour
Who should attend?
  • Customer facing staff
  • Claims handlers
  • Complaints handlers
  • Vulnerability Champions and leads
  • Customer Service Team Leaders
Toolkit Details.

Each 1-hour Vulnerability Toolkit session focuses on a specific aspect of working with vulnerable customers, offering practical insights and tools to navigate complex challenges with confidence and care.

Date: Monday, 1 December 2025
Time: 10:00 - 11:00

Book 5 places, get the 6th free
Add 6 places to your basket - the discount applies automatically at checkout.

£35.00 excl. VAT per delegate

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