Andre Mclachlan
Pai Ake Solutions Limited

"Some retailers are more assertive and they don't want these people around their shop because it affects other customers."

DEALING WITH DIFFICULT CUSTOMERS

There are lots of things that you can do to help yourself and your staff to deal with the issues created by volatile substance abusers. It's important that there is always a supervisor available who can provide positive back-up should a member of staff need help.

You and your staff need to be able to recognise and communicate with suspected substance users. If someone you are suspicious of comes into the store, keep an eye on them and alert your supervisor.

WHEN DEALING WITH A DIFFICULT CUSTOMER:

• Refuse politely
• Stay calm – don't get into an argument
• Be consistent in your refusal
• Draw the customer's attention to the point of sale material stating the store policy
• Call your supervisor if the situation becomes unmanageable
• Call the police.
• Do not, under any circumstances, chase a customer whom you think may have stolen a volatile substance. This could increase the customer's heart rate and heighten the risk of cardiac arrhythmia if they are already under the influence of a volatile substance or other drugs.