Respectful Customer Interactions: When Customers Cross the Line
Included with TrainMeUK — no separate course purchase required.
Recognise harassment by customers, respond safely, and know that your employer must take reasonable steps to protect you.
- Assign to
- Customer-facing staff and managers
- Duration
- 25 minutes
- Evidence
- 11-question quiz
- Your version
- Editable
What they will be able to do
- Tell frustration from abuse, harassment and threats.
- Calm it, set a boundary, and know when to stop.
- Log every incident and look after yourself and colleagues.
- Explain what your employer must do to protect you.
The course
- 01What counts
- 02In the moment
- 03After it happens
- 04What your employer should do
The decision they practise
In “Mr Barnes at the desk”, a face-to-face conversation, learners practise what to say and do when the other person pushes back. The wrong options are things a well-meaning person might genuinely say, and the feedback explains why each one is tempting. Short animations show “When it crosses the line” and “What to say when it heats up”.
How you know they finished
The 11-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- Equality Act 2010
- Worker Protection (Amendment of Equality Act 2010) Act 2023
- Health and Safety at Work etc. Act 1974
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 11-question quiz closes the course, so you can show who completed it.
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