What to do if…
a client or customer becomes verbally abusive and you are expected to keep engaging

What to do now

1. Create a brief reset. One breath, slower voice, short sentences. Your goal is safety and control.
2. Say one boundary line (once). Choose one:
   • “I’m here to help, but I can’t continue if you use abusive language.”
   • “If the language continues, I’ll need to involve my manager.”
3. Offer one safe option that keeps the process moving.
   • “We can continue respectfully, or I can bring in a supervisor.”
   • “I’m going to place you on a brief hold while I get support.”
4. If you’re expected to keep engaging, make it “supported” engagement.
   • Ask for a two-person interaction: “I can continue with a supervisor/teammate on this.”
   • Move to a visible/staffed area (don’t stay alone in a back room).
   • If possible, switch to written/official channels so there’s a record and less heat.
5. Bring in support early.
   • In person: use your alert system (call button, radio, code word) or ask a coworker: “Can you stand with me / get a manager?”
   • Phone: transfer/escalate, or put them on hold to get a supervisor.
   • Online: escalate within the official system; keep everything in the ticket/chat platform.
6. If the abuse continues after the boundary, stop being the target.
   • If policy allows: “I’m ending/pausing this conversation due to abusive language. A supervisor will assist you.” Then hand over.
   • If policy does not allow ending: say, “I’m getting my supervisor now,” then pause (hold / step back / stop replying) while support takes over.
7. Treat threats as immediate safety issues.
   • If there are threats or signs of escalation toward violence: create distance, get to a safer area, use security if available, and call 911 if there is immediate danger.
8. Document and report the same day (briefly, but clearly).
   • Note date/time, location/channel, exact short phrases (especially threats/slurs), witnesses, and what you did (boundary, supervisor involved, handover/pause).
   • Report it to your supervisor and ask that it be logged as a workplace violence/aggression incident.
   • If the abuse was based on a protected characteristic (race, sex, religion, disability, etc.), report it through your EEO/HR route too. Under EEOC standards, employers can be responsible for harassment by non-employees (like customers) if they knew/should have known and did not take prompt, appropriate corrective action — so reporting gives the employer notice to act.
9. If you’re being pressured to keep engaging despite danger, use OSHA-style safety framing.
   • “I’m not refusing service — I’m stepping back because I believe this is unsafe. I need a supervisor to take over.”
   • In truly urgent situations, OSHA describes a narrow right to refuse work when you genuinely believe there’s an imminent danger, a reasonable person would agree there’s a real risk of death/serious injury, you’ve asked the employer to fix it where possible, and there isn’t time to resolve it through normal channels — so escalate immediately and document what you reported and when.