The Problem Customer (Part 5)
William J. Schroer
The Problem Customer (Part 5) Cont'd

Mental Illness or Disturbance
As in the above case, customers may appear normal from a distance or at first, but after a short period of time, it is usually apparent there is a problem in the degree of behavior abnormality or the lack of response or inappropriate response:

Symptoms often associated with Mental Illness

  • Reference Delusions

    • Hearing voices/messages
    Believing they are someone else
    (Any belief system that is unreal)

  • Paranoid Delusions

    • The FBI is after me.
    Black helicopters/UN will take over the U.S.

  • Hallucinations

    • Seeing things that aren’t there.

  • Tourettes

    • Spontaneous outbursts
    Uncontrolled swearing/profanity

  • Schizophrenic Behavior

    • Mild mannered to very aggressive
    Very quiet/reserved to very loud

  • Compulsive Behavior

    • Continuous repetitive motion (I.e. tic-like actions)
    Checking appearance/washing hands
    (Any ritualistic, continuous behavior)

  • Mood Disturbance

    • Manic
    Can’t top talking
    May become demanding

  • Depressive

    Very quiet, resigned, non-responsive
    May talk about hopelessness, may discuss hurting themselves

 

 

 
In addition to the degrees of demonstration of the above behaviors, different levels of mental illness and coping mechanisms may allow customers to be more (or less)responsive to intervention techniques. However, in many cases, what appears to begin to be a normal response may trigger other behavior which is less manageable. Again, this suggests the individuals here be treated as Problem Customers.
 
 
4