A guide to dealing with
difficult customers
First Job, Safe Job provides resources to help you
prepare your teen for a safe and positive work experience.
Learn more by visiting
WSPS.ca/first-job
Chances are, no matter where they work, your teen will have to deal with
a difficult customer or two. Help them manage the situation safely with these tips.
By law, employers are required to have a safety plan to protect their employees from
violence and harassment. Let your teen know that accepting abuse is never okay and
that their safety is priority number one.
Try to de-escalate
the situation.
• Stay calm
• Ask how you can help
• Let the customer speak
• Acknowledge their issue
• Ask for their ideal solution
Know how to spot
a difficult customer.
Look for:
• Fidgeting or pacing
• Crossed arms
• Tapping on the counter
• Using rude language
If the situation gets worse,
protect yourself.
• Respectfully ask the customer
to leave
• Create distance or leave
the room
• Use a panic button or other
safety mechanism
• Call security or law enforcement
Ask your manager or
supervisor for help.
They can:
• Help the customer feel heard
• Offer the customer
a new solution
• Witness the customer's
behaviour
• Model de-escalation strategies
Try to de-escalate
the situation.
• Stay calm
• Ask how you can help
• Let the customer speak
• Acknowledge their issue
• Ask for their ideal solution
