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QuestionHow do I handle customer aggression on the phone?
Community AnswerSpeak calmly and try to listen and understand the customer before formulating a response, then answer the customer politely. If the customer is not satisfied, offer to connect them to a supervisor. -
QuestionWhat can I do when the customer is a lot bigger than me?
Community AnswerStay calm and pretend the customer is the same size as you. If the customer is overly aggressive, call a manager or supervisor to help you deal with the situation. -
QuestionAs a security officer, how should I handle an aggressive customer who is significantly larger and stronger than me?
Community AnswerIf an aggressive individual uses force against you, you are authorized to deploy issued self-defense tools, such as a taser or firearm, to protect yourself and others.
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QuestionWhat if this is a daily problem?
Community AnswerTry to keep the best attitude that you can and treat everyone kindly. -
QuestionIs it okay to request that a customer leave if I don't have managerial authority?
Community AnswerI would read the store's policy on that or ask the manager about it before doing so.
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QuestionWhat do I do If I feel like a customer is behaving aggressively and harassing me? It makes me very nervous.
Community AnswerTell your supervisor immediately. If you feel like you're being threatened/harassed, you should also feel free to call the police. If your supervisor isn't helpful, go above their head to the manager, or district manager, etc. But again, if you feel like your safety is being threatened, call the police right away, don't wait for someone else to intervene.
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