When Safety Comes First: Handling Customers Who Threaten or Harass

Responding to threats or harassment from customers requires policies that prioritize staff safety and give agents the confidence to act. This episode covers practical boundary-setting phrases, clear escalation paths, when it’s appropriate to end an interaction, and the manager responsibilities that follow: documenting the incident, supporting the agent, and creating a repeatable post-incident checklist so teams stay safe without sacrificing service standards.