Handling abusive customers safely
Tell frustration from abuse, set boundaries, end contacts properly and look after yourself.
- Level
- Intermediate
- Length
- About 35 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Distinguish strong frustration from abuse and threats
- Give a clear, calm warning that names the behaviour
- End a contact politely when the procedure allows, and record it
- Report threats immediately and use support after difficult contacts
Course outline
- 1.Handling abusive customers safelyVideo · 2 min
- 2.Frustration, abuse and threatsLesson · 14 min
- 3.Applying the procedure on phone, chat and emailLesson · 12 min
- 4.After a difficult contact: looking after yourself and the teamLesson · 11 min
- 5.Handling abusive customers safely: knowledge checkKnowledge check · 22 questions
- 6.Handling abusive customers safely: practical exerciseKnowledge check · 1 question
- 7.When frustration turns into abuseScenario
- 8.Final exam8 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- General customer-service and support practice (listening, de-escalation, ownership)
See it with your own jobs and topics
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