Defusing Angry Customers

Imagine the scene. It’s a busy Monday morning. The lobby is full of customers, and employees are doing their best to meet everyone’s needs.

Suddenly a loud voice draws attention. A customer is unhappy, and it’s only getting worse.

While most people just want to be heard when they’re upset, some take it to the next level. As a business owner, how can you reduce the chances of a violent escalation between a customer and an employee?

The Workplace: Dangerous Territory

Every year, 2 million workplace assaults are reported to police. Healthcare workers, teachers, receptionists, retail workers and anyone on the “front lines” of public service are most likely to be assaulted by clients or customers.

It’s hard to predict who will resort to violence, but there are red flags. Watch for customers who are:

• Arguing 
• Raising their voice
• Making inappropriate remarks
• Insulting staff about their competency or behavior
• Demanding unrealistic things
• Threatening staff or other customers
• Known for a history of conflict

Safeguarding Your Workplace

Here are ways you can safeguard your workplace.

• Identify situations that are prone to conflict. What can be done to prevent or reduce the frequency of these situations? While you can’t change company policies, there may be ways to address common sources of customer conflict (a one-time courtesy refund, an extension of a deadline, etc.). Empowering your employees to find solutions can go a long way in turning around a bad situation.
• Create an Action Plan. First, define acceptable and unacceptable customer behavior. Customers and clients have a right to voice complaints, but what type of behavior crosses the line? Then, establish levels of conflict and create action plans for defusing each level.

Employee Education

• Train employees to know the signs of escalation and how to respond.
• Role play to practice handling some tougher situations.
• Consider having an expert come to talk about conflict resolution.

Acknowledge Feelings

• Even if you don’t agree with a customer,  it’s important to acknowledge their feelings.
• Listen and show empathy. Once a customer has been allowed to express their feelings, and feels heard, they often feel ready to work towards resolving the issue.

Maintain Control & Distance

• It can be easy to get swept up in someone’s emotions, but it’s important to maintain control of the situation.
• Display a calm exterior and use an authoritative, firm voice when speaking with a customer.
• Keep 4-6 feet between you and an angry customer and, if possible, try to move them away from other customers.
• Depending on the setup of the workplace, consider adding dividers that separate employees from customers, such as partitions, high counters or furniture.

Security Features

• Examine your workplace and identify vulnerable areas such as dark hallways or unlocked rooms. Add lighting or locks/access control.
• Ensure high-risk areas are in public view and well lit, two features that can discourage violence.
• Post a security guard
• Provide employees with escorts to their vehicles.

Add a Security System

• First and foremost, install a security system to serve as another layer of protection.
• Is there a back or side entrance someone can enter without your noticing? Access control will prevent customers from entering off-limit areas. Also, depending on the nature of your business, you may want to use access control at the main entrance too.
• Install panic buttons at the reception desk or other strategic locations. An employee may be unable to call for help during an escalating situation, but can subtly push this button to alert authorities to a dangerous situation.

Install Video Surveillance

You may notice a customer lingering outside the building after they’ve been told to leave. Video surveillance can monitor this activity and capture suspicious behavior. In the unfortunate event violence occurs, footage can later be used to identify and charge the assailant.

Protect Employees and Customers

If a customer becomes verbally abusive, ask them to leave right then and there. Not only is it unsafe to continue a conversation with them, but their presence is a threat to employees and other customers. Call the police if they refuse to leave, and report any threats.

Let us ensure your business is safe and secure! Contact us at 281-506-8466 or visit us online!