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This course is only available to International students and your preference is currently set to Domestic.
Key details
Duration
This program is delivered over a period of 1 day full-time. The length of time to complete this qualification will depend on the location, study mode and/or units selected and will vary depending upon how long a student takes to reach the required competency level..
Intake
Locations
Entry requirements
View full entry requirementsCourse code
Overview
This course is not available for online applications. Please contact the team for further information on how to apply.
The purpose of this course is to give employees the tools to manage changes to their existing retail and customer service workplace environment, and feel more able to deal with difficult customers and situations.
This course describes the performance outcomes, the skills and knowledge, required to appropriately and safely manage customers who are disrespectful, aggressive or abusive.
It applies to individuals working in customer service roles in a diverse range of industry sectors and business contexts. They may operate independently or under supervision and guidance from others, and within established organisational policies and procedures. It predominantly applies to retail industry work environments with high levels of customer contact.
Career opportunities
This course may assist students to further their career in retail or customer service industry by increasing their knowledge and skills.
Credit transfers and advanced standing
Skill recognition
Skills recognition is not applicable to this course. CDU's short courses are highly targeted courses designed to help you improve a specific skill. They will help you improve your career prospects, maintain currency in your field, or allow you to try out something completely new.
Pathways
VET to Higher Education Pathway Mapping for completed Awards in the same field or discipline.
Fees
2024 Fees
| Fee Type | 2024 Course Fees |
| NT Government supported* | $111.00 |
| Full Fee | $300.00 |
*This course is supported by the NT Government for eligible domestic students who are NT residents. A limited number of NT Government supported places are available, so secure your place now.
Fees shown are indicative and subject to change annually. Actual course fees may vary depending on the units chosen. International non-student visa-holders; study eligibility needs to be verified before enrolment. Fees may vary depending on the visa type.
For further clarification and information on fees, payment options, instalment plans, and refunds, contact CDU on 1800 061 963 or refer to TAFE Fees and Payments. 2025 TAFE fees will be published as soon as they become available.
Fee exemptions
Exemptions apply to TAFE tuition fees for NTG supported courses only.
At the time of enrolment, students in these categories will be exempt from paying tuition fees:
- Recipient of a Centrelink payment
- Recipient of Department of Veterans Affairs benefits
- Enrolled Secondary Students
- Permanent residents with refugee or humanitarian status
Certified copy of the evidence must be provided at the time of enrolment.
If your course is delivered in a location that is listed on the NTG’s Location Categories for VET Funded Programs, with remote as the location category you may be eligible for the Remote 2 Location tuition fee exemption.
International VET Package
Course information flyer(s)
Why study at CDU?
Whether you learn on campus or online, you will be studying with a proud multi-sector university that’s a leader in research and flexible study delivery. CDU is innovative, industry-relevant and student-centred. Our students are at the heart of all that we do.
- Benefit from smaller class sizes for more personalised attention
- Online learners receive the same support as their on-campus peers
- Enjoy inclusive, welcoming learning environments
- Utilise our deep connections with industry, businesses and communities in the Northern Territory, across Australia, and beyond
Why study at CDU?
Whether you learn on campus or online, you will be studying with a proud multi-sector university that’s a leader in research and flexible study delivery. CDU is innovative, industry-relevant and student-centred. Our students are at the heart of all that we do.
- Benefit from smaller class sizes for more personalised attention
- Online learners receive the same support as their on-campus peers
- Enjoy inclusive, welcoming learning environments
- Utilise our deep connections with industry, businesses and communities in the Northern Territory, across Australia, and beyond
What will I study?
To achieve the vocational training program VTP485 - Dealing with Aggressive Customers and De-escalation Practices a total of one (1) unit of competency must be completed as listed below.Students will be issued with a Statement of Attainment upon successful completion.
Course structure
To achieve the vocational training program VTP485 - Dealing with Aggressive Customers and De-escalation Practices a total of one (1) unit of competency must be completed as listed below.
Students will be issued with a Statement of Attainment upon successful completion.
The total Nominal Hours for this training program is 30.
| Code | Module/Unit of Competency | Hours |
| UNITS OF COMPETENCY | ||
| SIRXCEG008 | Manage disrespectful, aggressive or abusive customers | 30 |
| Total nominal hours for the training program | 30 | |
Entry requirements
Admission criteria
To ensure you have the right skills and support to succeed in your course, a Language, Literacy and Numeracy (LL&N) evaluation helps identify any areas where you may need additional support to help you achieve your goals.
To gain entry into VTP485 Dealing with Aggressive Customers and De-escalating Practices, candidates are required to be employed in the Retail or Customer Service Sector.
The people-first approach to flexibility and supportive learning environment at CDU meant I could find a balance with study, work and family life.
Nikki
CDU student
I genuinely believe Darwin is the land of opportunities if you leverage your strengths, abilities and skills.
Ellie
CDU student
The people-first approach to flexibility and supportive learning environment at CDU meant I could find a balance with study, work and family life.
Nikki
CDU student
I genuinely believe Darwin is the land of opportunities if you leverage your strengths, abilities and skills.
Ellie
CDU student
Course details
Accreditation
This is a non-award course and a Statement of Attainment will be issued for nationally recognised units of competency successfully completed.
Location and study mode
Delivery at all locations is subject to sufficient demand and resources.
Locations: Alice Springs, Casuarina, Jabiru, Katherine, Nhulunbuy, Palmerston, Tennant Creek, Waterfront Darwin
Study Mode: On campus, workplace assessment
Subject to demand other locations and modes may become available throughout the year.
Additional information
Contact details
Commerce and Information Technology |
Culinary Arts and Hospitality |
You make CDU
Together we are a positive force for change in our communities and the world.
You make CDU
Our students choose to study with us because we share the same vision – to make a positive change. Whatever your motivation is, we can guide you in the right direction.
You make CDU
Together we are a positive force for change in our communities and the world.
You make CDU
Our students choose to study with us because we share the same vision – to make a positive change. Whatever your motivation is, we can guide you in the right direction.
How to apply
How to apply direct to CDU
Applications to CDU must be submitted online.
You will need a valid email address to create your online account.
Once you have started the application you will have the option of saving your application and resuming it at a later date.
There is no application fee when you apply online.
Find a CDU agent partner to help you apply
Applicants may seek further information about international education in Australia from theAustralian Government Department of Education and Training or from our overseas / external representatives.
To help with the process, we've compile a list of authorised representatives.
Not sure if you are a domestic or international student?
That's OK - it can be a little tricky to know the difference.
To help you out, we've put together a guide to answer any questions you might have.
Things like the difference between domestic and international students or the difference between course types like VET and undergraduate.
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