Kvetching Kung Fu
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The document provides strategies for dealing with difficult guests at a community center. It discusses listening to understand the guest's perspective, apologizing if a mistake was made, finding a solution, and thanking the guest. Specific techniques are outlined for diffusing anger, such as empathizing, asking questions, and summarizing the problem. Sample opening statements are provided to address concerns while deescalating tensions. The goal is to turn negative interactions into positive experiences that keep members satisfied and engaged.
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Kvetching Kung Fu
- 1. Kvetching Kung Fu Strategies for Dealing with Difficult Guests at the MNjcc Presented by: Christopher Laurin Health Systems Group
- 2. What’s our core purpose? (as HSG employees)
- 3. To solve unsolved problems innovatively
- 4. To preserve and improve human life
- 5. To experience the emotion of competition, winning, and crushing competitors
- 6. To make people happy
- 7. To make people away from home feel they are among friends and really wanted
- 8. To give ordinary folk the chance to buy the same things as rich people
- 9. What’s our core purpose? Our core purpose is to make every membership visit (experience) extraordinary
- 10. HSG’s Service Vision Service Excellence is an integral part of the HSG brand ; and differentiates us from our competitors.
- 11. HSG’s Service Mission HSG’s customers experience our programs and services as inspiring . We do this by Managing the Customer Experience.
- 12. What does Service Excellence mean to YOU?
- 14. Service Statistics Only 4% of your members will complain 1:26 ratio It costs 5-6 times MORE to get a new member 54-70% will continue to stay with you if you resolve their complaints quickly Dissatisfied members will tell up to 10 other people about their dissatisfaction
- 15. If it costs you $1,000 to get a new member, it takes only 10 seconds to lose one and up to 10 years to overcome the direct and indirect losses resulting from that member leaving .
- 17. Kvetching [kvech] - intransitive verb: 1. to complain habitually noun: 1. a complaint; 2. a habitual complainer. origin: Kvetch comes from Yiddish kvetshn , "to squeeze, to complain," from Middle High German quetzen, quetschen, "to squeeze.”
- 18. Kung Fu term Kung fu or gongfu or gung fu is a Chinese term often used in the west to refer to Chinese martial arts characterized by self-defense tactics. Its original meaning is somewhat different, referring to one's expertise in any skill achieved through hard work and practice.
- 20. Why would a member at the be upset?
- 21. Some Reasons Why They’re in a hurry They’re already upset at someone else Their expectations have not been met They’re promised something that isn’t delivered They feel no one listens to them They’re tired, stressed out, or frustrated
- 22. Some Reasons Why They are told two different things by two separate staff members They want to control or manipulate you by making a lot of noise They’re confused, overwhelmed, nervous, anxious, or worried No one pays attention to them They’re treated poorly or discourteously
- 27. Guest’s Can be … The Distracted Guest The Disappointed Guest The Disruptive Guest
- 28. L A S T isten pologize olve hank
- 29. Skills for Diffusing Anger
- 30. Identify the angry customer. Learn to read verbal and non-verbal language.
- 31. Diffuse the customer’s anger. Deal with the customer’s feelings.
- 33. Sometimes YOU mishandle a situation F irst, you can admit your mistake and apologize I f you think the situation is serious enough, you can refer it upward to your supervisor.
- 34. Never …
- 35. allow yourself to be drawn into the customer’s negativity
- 36. argue or engage in power struggles
- 37. blame the customer for any part of the problem
- 38. use sarcasm with a customer
- 39. personalize the situation or get caught up in the emotionalism of the encounter
- 40. There is only one way to deal with abusive situations Don’t react Draw the line Follow-through
- 41. A Baker’s Dozen of Opening Lines and Phrases “ Certainly Miss, what seems to be the problem?”
- 42. A Baker’s Dozen of Opening Lines and Phrases “ I understand your concern. What do you think would be fair?”
- 43. A Baker’s Dozen of Opening Lines and Phrases “ Julie, I’m so sorry this has happened. How can we resolve this for you?”
- 44. A Baker’s Dozen of Opening Lines and Phrases “ Sir, you deserve the very best and we seem unable to provide it. Because I want you to be well served, may I suggest…?”
- 45. A Baker’s Dozen of Opening Lines and Phrases “ Although you may not agree with my decision, I’d like to explain it so you will at least understand.”
- 46. A Baker’s Dozen of Opening Lines and Phrases “ Let me do some investigating on my end and call you back. Would you prefer me to call you this evening at home, or tomorrow morning?”
- 47. A Baker’s Dozen of Opening Lines and Phrases “ Have I done something personally to upset you? I’d like to be part of the solution.”
- 48. A Baker’s Dozen of Opening Lines and Phrases “ Thank you for bringing this matter to our attention. We will address it right away.”
- 49. A Baker’s Dozen of Opening Lines and Phrases “ We love to hear feedback from our customers - both positive and negative. It gives us a chance to always be upgrading our services to you. Thank you for sharing your concerns with us.”
- 50. A Baker’s Dozen of Opening Lines and Phrases “ It’s obvious that I have not been able to help you. If you don’t object, I would like to let a colleague of mine attempt to better meet your needs.”
- 51. A Baker’s Dozen of Opening Lines and Phrases “ Unfortunately, we are unable to give you a full-price refund without a receipt. I can, however, authorize a credit for the current sale price.”
- 52. A Baker’s Dozen of Opening Lines and Phrases “ We see this differently, and I’m going to have to put more thought to the perspective you have shared with me. It’s helpful for me to understand how you see things. In the meantime, here’s what I can do to solve the immediate problem.”
- 53. A Baker’s Dozen of Opening Lines and Phrases “ If I hear that language again, I won’t be able assist you. Unless we can find a different way to communicate, I’m going to have to hang up (then, keep your promise).”
- 55. Our core purpose is to make every membership visit (experience) extraordinary
- 56. Learn More About Us… www.healthsystemsgroup.com @HSGCanada healthsystemsgroup.wordpress.com
Notas do Editor
- Let me start by asking you a question. I apologize, it’s a heavy question for a Sunday night. But, it’s an important one, one that many ‘brand name” companies have had to ask themselves. Here, let me give you some examples….
- Making that experience extraordinary STRIVING for SERVICE EXCELLENCE
- ACTIVITY – 5 to 8 min. Managing the Customer Experience: what does that mean to you? What does it look like? What does it feel like? What does it even smell like? Without writing any words, I want your team to draw a picture that captures the ‘essence’ of service excellence.
- 1:26 ratio (for every complaint you receive, there are 26 other members with unresolved problems or related complaints) Dissatisfied members will tell up to 10 other people about their dissatisfaction and 13% of those dissatisfied members will tell up to 20 people.
- Rule of 10s
- Originally, to practice kung fu did not just mean to practice Chinese martial arts. Instead, it referred to the process of one's training - the strengthening of the body and the mind, the learning and the perfection of one's skills - rather than to what was being trained. It refers to excellence achieved through long practice in any endeavor. You can say that a person's kung fu is good in cooking , or that someone has kung fu in calligraphy ; saying that a person possesses kung fu in an area implies skill in that area, which they have worked hard to develop. Someone with "bad kung fu" simply has not put enough time and effort into training, or seems to lack the motivation to do so.
- In a healthy well-balanced JCC, one cannot exist without the other
- ACTIVITY – 5 to 8 min.
- At times it seems as if members will complain about anything. This 24 hr. fitness Club in Arizona made headlines when members complained (writing to the local paper) about the length of time it took for the club to repair escalator. When an escalator breaks down, they become stairs – “we apologize for the convenience”
- VIDEO – 22 min.
- The Distracted Guest brings all Their problems with them. They simply haven't been properly welcomed to your world yet. All They need is to know that They're going to be personally taken care of while They're your guest. The Disappointed Guest arrives with expectations. For one reason or another They end up feeling let down. Often, The problem is not what you do or say, but how you do or say it. The Disruptive Guest calls for emergency action. They feel ignored embarrassed, insulted, or unfairly treated. You have to deal with them before you can deal with Their problem.
- Chances are you’ll encounter angry customers. If customers are not handled effectively, they may remain angry, refusing to do further business with your organization. They will also make you angry and upset as well!
- Aggressive: person expresses feelings immediately. Anger and hostility are obvious. There is often use of sarcasm describing the merchandise or situation, rapid or abrupt speech, or raised voice. If the customer is aggressively angry, let their tirade flow uninterrupted until it’s exhausted. Passive: person keeps his/her anger inside, but their body language gives them away. They plan never to return or do business with your organization again. If the customer is passively angry, it’s better to confront their anger and bring it out into the open by saying something like “I’m sorry you’re upset about this. Let’s see what we can do about solving the problem.”
- 4 key techniques to this approach
- Empathize: enter into the feeling and spirit of the person. Put yourself in their shoes. You need to try to understand what they’re saying, from their point of view. To do this you must be a good listener who blocks out distractions. Show them that you’re really listening by maintaining eye contact, nodding and saying, “I see”, or “I understand how you must feel.” As they talk, the anger will dissipate and you’ll get more information about the problem or situation. Ask questions : learn as much as you can about the situation before you attempt a solution. Give feedback : restate, in your own words, the feelings you detect behind what the person is saying. For example, you might say, “It sounds like you are in a hurry. Let’s take care of this right away.” Feedback should be neither judgmental nor critical but should be positive and supportive. Sound sincere because you don’t want your customers to feel that you’re patronizing them. Summarize the problem: describe in your own words, what you understand the problem to be. Restating the problem lets the customer know you’ve listened and lets you know that you understood the situation correctly.
- Dealing with provoked customers. Sometimes YOU mishandle a situation. You create an angry customer, or make an already angry customer even angrier. You have been extremely busy, under a lot of pressure, or do or say the wrong thing. When that happens, you have two choices: 1. first, you can admit your mistake and apologize 2. if you think the situation is serious enough, you can refer it upward to your supervisor. Whatever you do, don’t ignore it!
- Never allow yourself to be drawn into the customer’s negativity Never argue with a customer or engage in power struggles Never blame the customer for any part of the problem Never use sarcasm with a customer Never get caught up in the emotionalism of the encounter Never personalize the situation Never continue working with a customer if he or she threatens physical violence
- Never allow yourself to be drawn into the customer’s negativity Never argue with a customer or engage in power struggles Never blame the customer for any part of the problem Never use sarcasm with a customer Never get caught up in the emotionalism of the encounter Never personalize the situation Never continue working with a customer if he or she threatens physical violence
- Never allow yourself to be drawn into the customer’s negativity Never argue with a customer or engage in power struggles Never blame the customer for any part of the problem Never use sarcasm with a customer Never get caught up in the emotionalism of the encounter Never personalize the situation Never continue working with a customer if he or she threatens physical violence
- Never allow yourself to be drawn into the customer’s negativity Never argue with a customer or engage in power struggles Never blame the customer for any part of the problem Never use sarcasm with a customer Never get caught up in the emotionalism of the encounter Never personalize the situation Never continue working with a customer if he or she threatens physical violence
- Never allow yourself to be drawn into the customer’s negativity Never argue with a customer or engage in power struggles Never blame the customer for any part of the problem Never use sarcasm with a customer Never get caught up in the emotionalism of the encounter Never personalize the situation Never continue working with a customer if he or she threatens physical violence
- Never allow yourself to be drawn into the customer’s negativity Never argue with a customer or engage in power struggles Never blame the customer for any part of the problem Never use sarcasm with a customer Never get caught up in the emotionalism of the encounter Never personalize the situation Never continue working with a customer if he or she threatens physical violence
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.
- Never continue working with a customer if he or she threatens physical violence Abuse You are there to serve, not be abused! There are some things you are never obligated to take from your customers, the most obvious being profanity or physical abuse! There is only one way to deal with these situations directly: 1. Don’t react. The customer who resorts to these behaviours is usually looking to provoke a reaction from you. They will use your reaction to justify their behaviour. Maintaining your cool is your best defense. It’s hard for the customer to play this game if you refuse to play. 2. Draw the line. Don’t bother quoting the rules; they don’t care about the rules. Simply make a clear and direct statement of the consequence should they choose to continue their behaviour. For example, “I can’t help you as long as you continue to use that kind of language. If you continue, I will (hang up) back away!” 3. Follow through. If the response is positive, continue the interaction. If they do not respond, follow through with the consequence. Then seek out support, perhaps from your supervisor. Be prepared to explain what happened. Be sure your department has a contingency plan for any serious customer problems such as verbal threats or physical aggression. It happens! Ensure all supervisors and staff know what to do.