Customers who abuse, insult or harass a company's employees can be a nightmare. An employer's options for dealing with them are limited, but managers can help.
"Dealing with a threatening customer or client is a challenge, especially in the modern environment where there is a concern that escalation will lead to actual violence," said David Barron, an attorney with Cozen O'Connor in Houston and Chicago. "Modern society has become decidedly less civil, and in many locations, employees work in fear of not only harassment but violence in the workplace. Employers have a duty to protect employees and should act responsibly, including providing adequate training and security."
Customer threats include such unacceptable conduct as harassment based on a protected category, such as race, sex, sexual orientation, national origin, religion, age or disability. Or customers may rant about a worker's supposed incompetence. Sometimes a customer has a valid point that managers need to hear. However, many customers are unreasonable or hostile, and some are just plain dangerous. How can employers tell who might pose a real threat? Managerial judgment calls have to be made.
How to Handle Abusive Customers
Barron said that once employees alert their supervisors to a threatening customer, the supervisors should attempt to:
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