Investigator – Principal Financial Group

DMPD – Lieutenant Retired, 22 years

A.L.I.C.E – Instructor –Alert, Lockdown, Inform, Counter, Evacuate.

Active Shooter Instructor

Jeff Aldrich

How To Deal With Threatening Customers

WHY DO WE CARE?WHAT’S IN IT FOR ME?

IS THE CUSTOMER ALWAYS RIGHT?WHEN IS THE CUSTOMER NO LONGER THE CUSTOMER?

People are not mad at you personally.

They are mad at the company.

So guess what?

It’s NOT About You

You Are the Face of Your Company

Customers get rude or angry for a variety of reasons

Some justified, some not

It’s Just This Simple

You’re in business to serve your customers

You will encounter rude or angry individuals

YOUR RESPONSE Means Customers:◦ Leave feeling satisfied with the resolution ◦ Vow never to patronize your business again

Disappointment = Unmet Expectation

1. Remain Calm2. Don’t Take It Personal3. Use Your Best Listening Skills4. Actively Sympathize5. Apologize Gracefully6. Find A Solution7. Take A Time Out

7 Steps to Dealing with Threatening Customers

Don’t Fire Back Nothing To Gain Can’t Win Only Make Things Worse

Remain Calm

Once Situation Is Understood Find a Solution Ask For Customer Solution Offer a Solution Yourself

It’s Really All They Want

Find a Solution

Threats◦ Verbal◦ Physical

Intimidation Display of Weapons Feel that your personal

safety/space is being threatened

When Does the Customer Quit Being the Customer & Become the Threat

The “Threatening Customer”

Belittles, demands, threatens to get physical, throws tantrums or spews profanities

Only reach their true offensive potential when service providers act as enablers

The “Threatening Customer”…

YOUR RESPONSE: Rage, cuss and go ballistic all you want. I am not intimidated nor will I join in the escalation.

They threaten you verbally or physically May push or shove Rage spins out of control in face-to-face

situations

Sometimes it Escalates

Most customers will comply with your requests to “please stop this behavior and I’ll help you, continue and I won’t.”

Explain they are making you feel uncomfortable

Use “I” When You Speak Call the police/alert number/

or use code word Remove yourself from the situation Do not confront/Debate

Let Them Know

Demonstrates calm Gives you the upper hand Takes wind out of their sails

Your Response…

Other Responses Include:• Have I personally done something to upset you?

I’d like to help. Please give me a chance.

This draws the customer attention back to the problem, not to you.

It’s imperative you follow through Give them a moment to realize you’re dead

serious. Use “I” statements Ask them to stop the behavior (yelling,

pushing, swearing) and tell them it’s not acceptable

And if They Still Don’t Calm Down

Weapons (of any kind) Disengage Call Police/Use Code Word/Yell Lockdown Monitor/Observe

SCENARIO 1: Holy Cow!

Current Policy = Is Your Friend Customer Defense

◦ How am I suppose to know?◦ What sign?

Enforcement:◦ Cameras are your friend◦ Policy◦ Responsibility

SCENARIO 2: Oops Dude, You Need to Tie That Down

LOOKS LIKE: Aggressive words, physical contact, intimidation, threats

OPTIONS Disengage – Call 911, Radio Let them know you are doing this Description – Vehicle, Person, License Plate Observe – Use Cameras, Camera Footage Document Report, even if they leave

SCENARIO 3: Customer Fighting (drop-off areas or at scale)

Stop Taking Checks◦ Debit, Credit or Cash◦ Advise of policy (provide a copy to customer)◦ Stay Calm, Use “I” Statements

SCENARIO 4: Bad Credit (Your Money is No Good Here)

Questions?