Matilda is currently completing her Certificate III in Hospitality with Equality Education, and just three hours after finishing the unit “Manage Disrespectful, Aggressive, or Abusive Customers,” she found herself in a real-life situation where she had to put her training into action.
While working a shift at a fast-food restaurant, Matilda encountered an aggressive and disrespectful customer. The individual swore at her, called her vulgar names, and caused a scene at the drive-thru. Instead of panicking, Matilda relied on what she had just learned in her training. She followed correct procedures, prioritising safety, and let the managers deal with the person. However, when the customer stormed into the shop, she acted fast—she quickly got the other young staff into the manager’s office, keeping them away from the escalating situation, and called the police.
Reflecting on the experience, Matilda shared:
“If I hadn’t done the course, I feel like I would have frozen and not known what to do—I would have just watched. It was an emotional experience, but I’m so thankful I had the training to know exactly what to do to keep everyone safe.”
She also pointed out how Equality Education’s training stands apart from other companies she had previously trained with.
“This training actually makes me understand the content, and it’s flexible to my learning needs. When I did training with other companies at school, they just told us the answers. I learned nothing and didn’t even get to do practicals.”
This is exactly why Equality Education does things differently. Arty, the Founder and Trainer of Equality Education, believes in real training for real outcomes. Matilda’s story proves just that.
“This is why we focus on ethical, hands-on training. We don’t just tick boxes—we prepare students for the real world. Matilda’s quick thinking and confidence in a high-pressure situation are proof that training done right makes a difference. I’m incredibly proud of her for handling such a tough situation with professionalism and courage.” – Arty
Matilda’s experience is a powerful reminder of why proper hospitality training is so important. In the real world, you don’t get to just memorise answers—you need to know what to do when it really matters.
At Equality Education, we train students to be job-ready, confident, and prepared for whatever challenges come their way. Matilda’s story is proof that real training leads to real results.
