What should FOH staff do when encountering an unruly customer?

The recommended action for FOH staff when encountering an unruly customer is to remain calm and use de-escalation techniques. This approach is effective because it helps to diffuse tension and prevents the situation from escalating further. By staying calm, staff members can communicate clearly and empathetically with the customer, which can often help to resolve the issue peacefully. De-escalation techniques may include active listening, validating the customer’s feelings, and suggesting solutions to address their concerns.

Using aggression would likely inflame the situation, potentially leading to further conflict and discomfort for both the staff and other customers. Calling the police should only be considered in cases where there is a significant threat to safety, rather than as a first response to customer displeasure. Apologizing without taking any further action may acknowledge the customer’s feelings but does not effectively resolve the issue or help to calm the situation. Therefore, the strategy of remaining calm and employing de-escalation techniques is the most appropriate and effective response in these scenarios.