Empower Your Team: Handling Unacceptable Customer Conduct with Confidence
Recently, my 21-year-old son Jai experienced a troubling incident at work. Despite his organisation providing world-class training, clear escalation procedures, and robust post-incident support, the unpredictable nature of some customers' behaviour remains a challenge. Jai faced a distressing situation involving verbal abuse and an attempt at physical assault. Fortunately, he had direct access to security and knew exactly how to handle the situation.
The next day, after checking in on him, I received a message that left me astounded:
“Whenever you feel like criticising anyone, just remember that all the people in this world haven’t had the advantages you’ve had.”
Jai added:
“I wish the guy who abused me yesterday all the best. I don’t know what battles he’s fighting, and I don’t know what he’s been through. I sympathise with him and wish him all the best in life because he’s clearly a lost soul frustrated with his current reality and life.”
I was speechless.
When I probed further to understand the advantages Jai recognised in his life, he mentioned family, his upbringing, parents, mentors, role models, and his commitment to self-improvement. His level of empathy, even in the face of distress, was remarkable. He displayed a deep understanding of others, something he has shown since childhood. This incident, the first time he felt unsafe at work, revealed his ability to consider others' perspectives. I am not for once excusing the customer's behaviour—it was abhorrent and unacceptable. However, Jai's response highlighted the spirit of service and empathy.
What reassured me as a parent was the prompt support from his supervisor and the thorough post-incident procedures. The supervisor checked in, and a report was submitted, ensuring Jai felt supported and valued.
This contrasts sharply with other customer service professionals I encounter. Many lack clear escalation procedures, training, immediate support, or follow-up care. Training on managing unacceptable customer conduct is essential for both team members and leaders.
Currently, I am collaborating with a wonderful client to develop comprehensive training for handling unacceptable customer conduct. This includes specialised training for leaders on managing escalations and ensuring adequate debriefing and post-incident support.
Sadly, incidents like these are becoming more common. It is crucial for every organisation to prepare their team members—whether they interact with customers face-to-face, over the phone, or digitally—with the necessary training. The safety and well-being of our team must be the top priority.
Jai's empathetic response this week has deeply impacted me. I wish every organisation provided the level of training, care, and post-incident support that he received. Our people are our greatest asset, and we must do everything we can to protect them.
If this training could benefit your team and leaders, please reach out.