DOS AND DON’TS: Blind, Furry, Inappropriate Customer

Implement Comprehensive Training Programs

Employers must implement comprehensive training programs to equip their employees with the skills needed to handle unruly customers effectively. These programs should include conflict resolution techniques, communication skills, and strategies for de-escalating tense situations. Additionally, regular refresher courses can help reinforce these skills and keep employees prepared. By investing in such training, employers not only empower their staff but also create a safer and more professional work environment. For more on effective training programs, visit SHRM’s guidelines.

Establish Clear Policies and Procedures

Clear policies and procedures are essential for protecting employees from unruly customers. Employers should develop and communicate guidelines on how to handle difficult situations, including when to seek help from a supervisor or security personnel. Moreover, having a zero-tolerance policy for abusive behavior can deter customers from acting out and reassure employees that their safety is a priority. Regularly reviewing and updating these policies ensures they remain relevant and effective. For detailed policy development tips, refer to HBR’s recommendations.

Provide Support and Resources

Providing support and resources is crucial for helping employees cope with the stress of dealing with unruly customers. Employers should offer access to counseling services, stress management programs, and a supportive work environment where employees feel comfortable discussing their experiences. Furthermore, recognizing and rewarding employees who handle difficult situations well can boost morale and reinforce positive behavior. By offering these resources, employers demonstrate their commitment to their employees’ well-being. Learn more about employee support programs at APA’s resource center.