Discussing violent customer events

Answered by:

Question:

We had a scary incident in our lobby recently with a violent customer. When it was over, management acted like nothing happened and didn’t want to discuss it. What would you advise?

Answer:

It is not beneficial to anyone to ignore what happened. It leaves employees with unanswered questions and the impression that their employer doesn’t care about their feelings and what they experienced. A guided discussion should be held to process what happened, talk about how it was handled, how to handle future events, and to allow time for questions and concerns.

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Learn more about Carol Dodgen’s, Preparing for the Aftermath of Violence webinar.