CUSTOMER RELATIONS

How our staff behave towards customers can help to reduce the risk of abusive and violent behavior. We Acknowledge the customer and regularly ask if they need help. Staff should be friendly and respond positively to customers. They can set the atmosphere of the premises. Monitoring customer service means ensuring the positive attitudes of service staff, the effectiveness of resolutions and the ultimate satisfaction of the customers.

Behavior of our Management/ Staff

• We create a friendly, sociable atmosphere.
• We and our staff should not tolerate Anti-social behavior such as swearing, rowdiness, and aggression in customers.
• Think of ways to detect and defuse trouble early.
• Knowing the local area can often be helpful in identifying local issues.
• Use calming language. Introduce ourselves to the customer and attempt to resolve the conflict. This is important as people often respond differently to a person known to them.
• We think about our non-verbal behavior
• We share company guideline to correct practice on disciplinary matters
• We try to establish control.
• We take immediate, preventative action if we think a situation may become violent.
• Ask the potentially violent individual’s friends to help control them if appropriate
• We train our staff in how we expect them to behave.