The Unruly Customer
Make the Workplace Safer
- Everyone should be trained on what to do with an unruly customer or client.
- Robberies, irate customers, and other acts of violence should be addressed and everyone should have a plan for how to deal with them.
Follow Safe Work Practices
- Always be aware of your surroundings.
- When dealing with unruly customers, keep your cool; if you feel you cannot handle the situation, bring someone else in who may be able to calm things down.
- Never escalate the situation; raising your voice, yelling or screaming above an unruly customer never helps the situation.
- Try to calm down and be rational with the customer.
- If you feel threatened back off from the customer.
- Bottom line, you are the professional and must act like it.
- Immediately contact your Supervisor if you feel you have a situation you cannot handle.
Make the Workplace Safer:
- Every employee should know their responsibilities in an emergency situation.
- In your head, practice various emergency responses; plan and strategize so
that you can safely deal with a variety of emergencies. Follow Safe Work Practices:
- Workplace violence includes acts of violence against an employee and can be from another employee or a customer.
- Keep calm during workplace violence and follow the instructions of your supervisor.
- Most forms of workplace violence have their roots in some type of harassment such as bullying.
- When evacuating an area, assist any employees or customers who may need help.
- When dealing with money, vary your routine (such as money counting or bank drops).
- Never count money in the open in front of other employees or customers.
- When leaving the business at night, have a co-worker walk with you and always try and stay in a well-lit area.
- If you feel something is not right, notify your Supervisor immediately
- If you feel you are being harassed, follow your company’s Unlawful Harassment policy and report the incident to your supervisor or manager.
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