I hope you’re all doing well. I recently encountered a challenging situation at work where a customer escalated their behavior to an alarming extent. We had customers who not only hurled abusive language but also went as far as making death threats to our employees (Working at escalation level) and even mentioned the possibility of causing physical harm to specific individuals. When calling the managers it seems they don’t take it seriously. But I don’t want the responsibility to fall on me if one of those crazy people keeps his promise.
Has anyone here faced a similar situation? How did you manage it? What steps did you take to ensure the safety and well-being of your employees and the targeted individual? Are there any established protocols or resources that you found particularly helpful in navigating such cases?
I truly appreciate your input and suggestions.
Thank you in advance for sharing your knowledge and expertise.