May 8, 2024 | Tip of the week

Handling a verbally abusive customer requires patience and professionalism while prioritizing your well-being.

1) Remain calm and composed, actively listening to their concerns without engaging in arguments or taking their words personally.

2) Acknowledge their feelings and assure them you’re committed to finding a solution.

3) Set clear boundaries, calmly stating that abusive language is not acceptable. If the situation escalates, involve a manager, security or law enforcement while ensuring your safety.

4) Document the incident for reference and follow up with appropriate measures, which could include banning the customer from your location.

Source: Nick Samson – Optical Prism Magazine