Supervisor Foundations · Lesson 8.8
PROTECT EMPLOYEES FROM CUSTOMER ABUSE
Supervisors should not tell employees:
“The customer is paying, so tolerate anything.”
Customer service does not require employees to accept:
- threats
- sexual harassment
- discriminatory abuse
- degrading insults
- physical intimidation
- violence
The supervisor should still address legitimate customer concerns.
But abuse and service issues should be separated.
Poor
Customer: “I’ll slap this useless girl.”
Supervisor: “Just apologize so we can keep the customer happy.”
Better
“I want to resolve your service concern, but threats toward staff are not acceptable.”
WORKPLACE EXAMPLES
EXAMPLE 1 — RESTAURANT
Customer repeatedly insults a server while complaining about an order.
Supervisor takes over the interaction.
EXAMPLE 2 — HOTEL
Guest makes repeated sexual comments toward an employee.
Supervisor intervenes and follows the appropriate process.
EXAMPLE 3 — RETAIL
Customer threatens an employee because a refund cannot be approved.
The supervisor prioritizes safety.
EXAMPLE 4 — OFFICE
Client regularly humiliates a junior employee during calls.
The supervisor should not normalize the pattern.
Remember
The customer deserves service.
The employee deserves dignity and safety.
Workplace action
Know: Who should staff call when a customer becomes abusive?
Quick Check
Which statement is most accurate?