De-Escalation Techniques (Customer)

Running a business with divisive issues like vaccination policies can be tricky. Staff facing threats and aggression from customers is a growing concern. To protect your team, prioritise risk assessments, clear policies, staff training, and emergency protocols. Set expectations at entry, establish safe operating procedures and offer support services. Remember, de-escalation techniques like listening, empathy, and reassurance can go a long way with angry customers. By prioritising staff safety and clear communication, businesses can navigate these challenging situations effectively.