SUGGESTIONS ON HOW TO DEAL WITH A FRUSTRATED/ANGRY PATRON
*Approach individual with a calm professional demeanor and introduce yourself.
*State to individual that you are there to help and find out what the problem is.
*Be courteous, if individual is angry do not lose your composure and remain professional, explain policies and procedures that relate to the problem.
*Know your boundaries, if the individual becomes more agitated, call for backup. Have Security be aware of the situation.
Do not engage the individual in a manner that would escalate the situation, if you see yourself losing composure, have another staff member take over.
*If the individual decides to leave the premises, do not pursue the individual, alert Security or Police depending on the type of incident.
*Treat all situations with utmost Professionalism, if the situation gets out of hand, think about what the next step will be, you are in control.
*If an incident report is necessary, then be direct and factual, quote what the individual stated, remember to answer these questions “Who, What, When, Where, Why, and How” keep in mind that an incident report can be a legal document presented in a court of justice.
*Approach individual with a calm professional demeanor and introduce yourself.
*State to individual that you are there to help and find out what the problem is.
*Be courteous, if individual is angry do not lose your composure and remain professional, explain policies and procedures that relate to the problem.
*Know your boundaries, if the individual becomes more agitated, call for backup. Have Security be aware of the situation.
Do not engage the individual in a manner that would escalate the situation, if you see yourself losing composure, have another staff member take over.
*If the individual decides to leave the premises, do not pursue the individual, alert Security or Police depending on the type of incident.
*Treat all situations with utmost Professionalism, if the situation gets out of hand, think about what the next step will be, you are in control.
*If an incident report is necessary, then be direct and factual, quote what the individual stated, remember to answer these questions “Who, What, When, Where, Why, and How” keep in mind that an incident report can be a legal document presented in a court of justice.