Even if you do all the right things, it is inevitable you will have challenges with some customers.
As a result, it is important to have a process in place for when a customer is negatively impacting staff or your business.
This may be due to:
- Unacceptable behaviour towards staff or other customers (including swearing, yelling, threatening, and discriminatory language).
- Continually returning contaminated containers (including syringes, live or dead animals, and waste).
- Being a safety risk to themselves, staff, or other customers.
When speaking with these customers or delivering them a warning or ban, you should:
- Stay calm.
- Remain professional.
- Keep your voice steady — don’t raise it.
- Avoid speaking over the customer as this could escalate their behaviour.
- Actively listen to the customer.
They may make valid points and it is important they feel that you are listening to their concerns. - Avoid taking their comments personally.
- Assume all customers are watching. This will ensure you handle the situation with the customer.
It’s important to add that at some point workers may not be able to deescalate the situation and should know when to contact the Police and what to do while waiting.
Training and education in these situations is essential, so workers know what to do and when to get extra help. It’s recommended that these processes are added to your emergency response plan and training occurs on a regular basis (i.e at induction, toolbox talks, emergency drills).
Also, after these situations, workers may be upset and angry themselves. It’s important to have processes in place to support your workers and work through any feelings/issues that arise after such an incident.
Worksafe WA:
https://www.commerce.wa.gov.au/worksafe/aggression-workplace-toolkits-and-information-resources
Safety Dropbox:
https://www.dropbox.com/scl/fo/iny4astfmvf8cmt9rordx/h?rlkey=139ycfaudgzist6cohyskpu75&dl=0
Please note: If an incident with a customer escalates and causes a “safety incident” then this will need to be reported as a complaint and as a WHS incident. https://www.warrrl.com.au/portal/incident-reporting/?swcfpc=1
If you are unsure if a WHS incident report is required, please check with your Regional Manager.