Dealing with unruly customers is a difficult task, but one that has to be managed properly through employee training.  Fights that break out, people who refuse to leave, theft, the homeless, and other issues can lead to serious confrontations and claims, injured employees and customers, lawsuits, and lost business.  You risk can be mitigated.  When looking at how to reduce your long-term insurance costs, remember:

  • Employees should be trained on how to properly react to unruly customers.  When was the last time you trained your employees?
  • Rules on how to deal with these situations should be posted in the break area to serve as reminders.
  • In all situations, employees and managers should be trained to maintain professionalism at all times.  Do not engage the unruly customer in verbal or physical sparring.  When in doubt, call the police.
  • Managers should be trained on a regular basis, with drills conducted on calling the police, having employees leave the area, and other procedures.
  • Video from surveillance cameras should always be secured afterwards.  Also, perform an investigation, and get witnesses names.
  • Unruly customers should not be followed into the parking lot, as that is where situations have escalated, and fights have broken out.

All training should be documented, all of the time.  In a court of law, having the training is not enough – you must be able to prove the training was done, and when.  Documentation also can help improve quality, with changes being made to the program when deficiencies are identified. 

Protect your customers, protect your employees, and protect your business.

Source:  Amerisure