How you handle a customer who actually jumps a counter wanting to fight an employee over services or goods?

Question

Customer service 101 doesn't quite cover this topic...
It happened to me 3 weeks ago, THANKFULLY I DIDN'T HAVE TO GET PHYSICAL!!! However, there is a huge problem with the customer base where I work at, many customers who think they can get by with cussing, taunting, and yes, even tearing out after someone because they are upset over a $2.00 - $6.00 order that wasn't correct.
And trust me, phrases like calm down man,here's your refund!!! or GROW UP, or , there's the door see your @$$ to it -- DO NOT HELP. But enough of what we wish we could say and get by with -- when you feel physically threatened, you also have to worry about being FIRED? What's wrong with this picture? America has gone bonkers with this ME FIRST ATTITUDE and THE CUSTOMER IS ALWAYS RIGHT ATTITUDE. Just days before my incident, at a gas station up the street, I seen the same situation, where fortunately the lady could whoop *** and unfortunately had to protect herself, only being fired on the spot..uhmmmmmm

Answer 1

Good grief!

Your job as an employee depends on what task you are being paid to do.

Fighting is certainly not one of them I assure you. Personally, lock the register and take a run for it. Call cops securely away from the site.

Should the empoloyer not be supportive, legal action by you may be necessary. Unsafe working environment.

Good grief again!

Answer 2

A customer who jumps your counter to hurt you is breaking the law. They are intending to harm you, or steal from you, and the very first thing you need to do is let your supervisor, security guard, or the police if possible, know what is going on.
Ideally, your supervisor (unless you are the supervisor) should be aware of what's happening before this sort of incident occurs.
In my store, the front counter is very far from the back counter (it's a pharmacy), so the girls down there are provided with a security guard in case something happens. On the weekends, however, I have had a few experiences with unsavory types trying to pinch money from the till when I wasn't looking, or trying to come around my side of the counter.
I'm not the sort of person who is aggressive normally, and I'm quite small, but as soon as something like this happens my brain turns off and my mouth goes to action. "What are you doing?" and "Can I help you?" are semi-polite ways to let them know that you aware of their misbehaviour. When said loudly, this can also alert other customers (who can tell staff) or staff members.
Depending on what sort of person you are, you may choose to block their way, or run. I would stay there and stare them out simply because I have no sense. I would recommend, however, that in dire circumstances, you surrender the till and get help. If you get fired over this, your boss is ridiculous. You are worth far more than a till full of money.

Answer 3

Would you want to be working at a place that would fire you for protecting your self against a costumer that jumped a counter wanting to hurt you.?

I also work in costumer service and have had my share of guests that think they can act how ever they want.

I have made it very clear to my bosses that when/if a costumer crosses that line, in cussing and/or wanting to lay their hands on me, all bets are off and I will turn into whom ever I need to to protect myself. Down to grabbing what ever I can to protect myself from them. Which at times as included a broom a stapler and one time a letter opener.

It the need to defuse the situation comes up and it has often and I do not want it to go any further . I only thing I can say to a costumer that will almost stop them from cussing at me is "how can I help you if you keep talking to me that way."? or " Since I am the only one here you are going to have to deal with me or wait until my boss gets here in the morning". Sometimes these work and sometimes they do not. Thankfully I work at a place where I am aloud to handle things how I see fit.

I am not sure there is any way to get others to treat people in costumer services better. I think that is a long way off.

Good Luck.

Answer 4

Realistically, once the customer jumps over the counter, it's too late to do any of those things suggested so far. It's critical that you detect any sign BEFORE hell breaks loose. As soon as you see a sign, call your supervisor. Two reasons: once seeing outnumbered, the customer might cool down. Secondly, the supe will see the customer's unruly behavior and won't fault you if ugly things happen. It won't be your words against the customer's, in which case it's hard for you to prove. Prevention is key.

Answer 5

Unfortunatly, we live in a world filled with people that have a sense of entitlement. If things do not go their way they think they DESERVE something free, or will cuss and make threats. I Know it is hard but you have to be the bigger person and hope that they too come in contact with someone as bad as them, or as I always hope ten times worse.LOL

Answer 6

To answer the question rather than the preamble, you don't handle the customer. If they jump the counter, they may be assumed to be wanting to rob you. Call the police and accuse him of that, and watch the temper cool.

Answer 7

Call 911.

Answer 8

call security