Flourish Health & Wellbeing eMag - Nov21 - Flipbook - Page 60
WHAT IF THINGS ESCALATE?
If the customer becomes angrier and
threatens violence, your organisation
may have specific guidelines on when
and how to call the authorities.
However, in most situations you
should be clear, ask them to leave
immediately and inform them that the
police will be called if they refuse. Set
a clear boundary with the individual
from the outset of the abuse. If their
behaviour escalates, maintain the
safety of yourself and your team,
retreat to a place of safety and ensure
emergency services are called.
Resilience - how to
First of all, it’s important to understand
that the encounter is not personal.
When the customer starts yelling and
gets angrier by the minute, it is helpful
to remember that it is the customer’s
fault for not controlling their anger and
it is their responsibility to handle their
own emotions. Some reasons why
they might be abusive include:
Lashing out because of a bad
Lack of social skills