Dealing with Difficult Customers Post Covid

Dealing with Difficult Customers Post-Covid

This module considers the potential increase in challenging behaviours of venue patrons as the lockdowns end with a particular focus on:

• Patrons who:
  • Behave in a more entitled manner;
  • Are demanding, aggressive, argumentative or impatient;
  • Refuse to abide by government health requirements; or
  • Refuse to abide by venue policies.

The module focuses on:

• The health rules for Hospitality venues moving forward;
  • Potential legal issues that may be faced by venues;
  • Practical strategies to reinforce legal requirements and venue policies; and
  • Practical strategies to reduce potentially difficult situations, including:
    • Support for staff
    • Educating Patrons
    • Empowering staff to respectfully be assertive with difficult patrons.