Health & Safety Training
Violence Control
Dealing With Irate People
Since working with the public, will probably create situation for dealing with irate customers, at some point. Whatever happens, take a deep breath and remember that the customer is angry about the situation, not the individual. Some ways to minimize the situation:
- Focus on the emotions, try to remain calm and try to calm the customer. Lowering your voice actually lowers the voice of the irate person.
- Try to prevent the situation from escalating. Find ways to help the irate customer save face.
- Find out what the problem is. Listen to the customer’s complaint and paraphrase it to make sure you understand the problem.
- Empathize with the person and tactfully explain the company policy or procedure regarding the complaint.
- Offer a solution. If you can’t calm the person, ask for help.
Verbal Abuse
Customers are the main ingredients to the company’s success. However, no person should be subject to verbal abuse.
- If the customer calls you names or uses profanity, ask him or her in a calm voice to stop.
- If they continue, ask them to leave the store, immediately.
- If they refuse to leave, ask for help and call security or the police.
Rowdy Behaviour or Violent Customers
Advise the people engaging in undesirable behavior to stop. Explain they’re creating a disturbance. If they don’t stop, order them to leave. If they don’t leave, call the police or security.
 Download Violent Incident Report
Download Witness or Victim Report
|
