What to do when a customer is aggressive? First, ask yourself what could drive someone to become violent and what the factors are that create and increase anger. Few people become suddenly violent; oftentimes, violence and aggressiveness are a last resort “solution” to try to regain control of a situation that’s been rotting for some time. This is why it is important to know how to prevent and defuse difficult situations.
That being said, when a customer is getting angry… they truly are and they can choose unpleasant behaviours that can and must be handled. But there are behaviours that are considered unacceptable: violence, threats and insults.
In those situations, it is useless to try being heroic, but important to maintain a safe environment. Anticipate an action plan allowing you to put an end to the exchange, to ask the customer to leave, or to call for help if needed.
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Ville de Québec
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Xavier Aymé, Chef des opérations | Mercator Canada Inc.
