Customer Service Techniques and the Problem Customer-
As we enter into an interaction with a person we have identified as a likely Problem Customer, we don’t abandon good Customer Service Techniques. We apply them with an understanding they may not work and to the extent they are not helpful, they are abandoned and we move to engage Problem Customer Management.

For example, as a customer who is under the influence asks you a question and is clearly paying no attention to the response, there is no point in asking followup questions, probing for exactly what kind of information is needed, what is will be used for, clarifying the outcome desired, etc. These natural customer service questions will not only likely not be helpful but may irritate or confuse the customer.

Problem Customer Management
This label, “Problem Customer Management” is used with caution, as it implies we may actually have some control over the situation. The reality is that Problem Customers, by definition may be partly or completely out of control. Our management of the situation is designed to use some organized and appropriate precautionary and defensive techniques to engage in damage control and preserve personal safety.

In applying Problem Customer Management, the staff person involved begins to take the following actions as it becomes increasingly apparent there is a Problem Customer standing in front of them:

1. As the interaction reveals a Problem Customer, it is important staff begin to take the following actions:

• Just as the US now has levels of security risk, where, as threats are identified, the country goes from “yellow” to “orange”, the staff person’s personal threat indicators escalate, moving to “orange” or possibly even “red” depending on the circumstance.
• Identify the surroundings, the nearest phone, the nearest other staff person, the level of visibility of the spot where the interaction is occurring, etc.
• Attempt to identify the type of Problem Customer.
• Begin to monitor carefully what is being said to look for clues of possible behavior change, irrationality, non-responsiveness, etc.
• Be alert to any changes in movement, stance or personal distance on the part of the Customer.