44.4% have experienced customer violence or abuse  Few of us are in a position where we can pick and choose whom we do business with and, as a result, with whom we engage. Recent research found that some 44.4% of retail workers reported having been subject to customer abuse or violence. While customer engagement is essential, there […]

44.4% have experienced customer violence or abuse  Few of us are in a position where we can pick and choose whom we do business with and, as a result, with whom we engage. Recent research found that some 44.4% of retail workers reported having been subject to customer abuse or violence. While customer engagement is essential, there are times when that is made very difficult. There are, unfortunately, many difficult people out there.So, what should you do when you need to engage with a difficult person? In the case of someone who is violent or abusive, walking away or calling the police seems like a sound strategy. Volumes have been written about strategies for dealing with difficult people. Commonly published tips include: Maintaining a positive mental attitude Developing a thicker skin Empathising with the customer Certainly, a positive mental attitude is essential, a think skin is desirable, and nothing much works without empathy. These, along with…