Difficult Customer

 

Unfortunately, there may be times that you or a colleague may have to deal with a customer that is being difficult.  There are a few steps that can be taken to minimize and deescalate the interaction: 

DON’T

  • Don’t take it personally.
  • Don’t become defensive or argumentative.
  • Don’t handle it alone if the person is making you feel unsafe. Get a manager or security to help you deal with the situation. 

DO

  • Remain calm.
  • Listen and attempt to clearly understand their issue.
  • Reflect back to them the problem you are hearing.
  • Ask what outcome they are hoping to achieve.
  • Ask them if they can lower their voice because you genuinely want to help them.
  • Ask security to escort them from the facility if they become threatening or belligerent.

Always attempt to resolve the issue; however, if the interaction escalates to the point of you feeling unsafe or the customer becomes