If a customer becomes abusive, what should you do?

When dealing with an abusive customer, contacting your manager is the appropriate course of action. This approach ensures that the situation is handled professionally and that you have support in managing the customer’s behavior. Managers are typically trained to deal with difficult situations and have the authority to take appropriate measures, whether that involves further discussing the issue with the customer, implementing a refund, or involving security if necessary.

Choosing to confront the customer directly about their behavior may escalate the situation rather than de-escalate it. Similarly, refunding the money immediately without discussing the issue with a manager might encourage further abuse or signal that such behavior is acceptable. Ignoring the behavior while continuing to assist can lead to ongoing discomfort for both the customer and yourself, and does not address the root of the problem.

By involving a manager, you maintain a level of professionalism and ensure that the situation is handled in a way that aligns with company policies and standards for customer service.