MANAGE CUSTOMER AGGRESSION
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Customer aggression and abuse are challenges faced by workers across many industries, from retail and hospitality to healthcare and other frontline services. Every employee deserves a safe and respectful workplace, and every organisation benefits when staff can manage difficult interactions with confidence and care.
This Managing Customer Aggression Hub provides practical resources and training opportunities to help teams recognise, respond to, and report aggressive or abusive behaviour. These tools are designed to strengthen confidence, support wellbeing, and create safer workplaces for staff and customers alike.
Explore the resources below, or learn how to book customised training for your team.
Free resources
Explore practical tools and information to help prevent and manage customer aggression in the workplace. All resources are free to download, print, and display to support staff, promote awareness, and strengthen workplace safety practices.
Use them to start conversations with your team, reinforce expectations around respectful behaviour, and build a safer environment for everyone.
De-escalation Tips
A de-escalation poster for staff that explains the CALM approach. Designed for frontline teams who regularly deal with customers.
Environment and WHS Checklist – Frontline Staff
A personal safety checklist is designed to help you stay aware, prepared, and safe when dealing with difficult or aggressive customer behaviour.
You Deserve to Feel Safe at Work – Staff Facing Poster
A staff-facing poster reinforcing that aggressive or abusive behaviour from customers is not acceptable. It encourages staff to report incidents and provides space to add internal contact details for support.
Bystander Tips
A bystander poster for team members who witness customer aggression that explains the STEP in approach. It outlines what to do (and what not to do) when stepping in to support a colleague safely and effectively.
Environment and WHS Checklist – Leaders
A checklist for managers to ensure your workplace environment is set up to support staff safety in the event of customer aggression or violence.
Not Your Frustration Outlet – Customer Facing Poster
A customer-facing sign that clearly communicates that aggression and abuse towards staff will not be tolerated, setting the standard for respectful behaviour.
BOOK TRAINING WITH US
Frontline workers across retail, hospitality, healthcare and other service industries face growing challenges with customer aggression.
Our Customer Aggression Training helps teams recognise early warning signs, de-escalate tense situations and respond safely and professionally. Participants also learn how to document incidents and manage the emotional impact that can follow.
This training can be tailored to your organisation and delivered in a format that suits your operations, whether onsite or online. It’s ideal for anyone who regularly interacts with customers, clients or the public as part of their role.