If a customer becomes abusive, what should you do?

When dealing with an abusive customer, contacting your manager is the most appropriate course of action. This approach ensures that the situation is handled professionally and that you have support in managing a difficult interaction. Managers are trained to deal with escalated situations and can provide the necessary authority and resources to address the customer's behavior effectively.

Selecting this option reflects an understanding that it is essential to prioritize both your safety and the integrity of the customer service environment. Managers often have protocols in place for handling abusive customers, which can lead to more effective resolutions than trying to manage such situations alone.

In contrast, issuing a refund without assessing the situation might escalate the customer's demands or behavior. Confronting the customer directly could provoke further aggression and is generally not recommended, as it may complicate the interaction. While calling security may be necessary in extreme cases, it is typically a last resort when there is a direct threat to safety. Therefore, involving a manager first is a strategic and safe approach to take in handling an abusive customer.