When we think of security in the retail environment, we traditionally tend to picture shoplifting, credit card fraud, check fraud, identity theft and employee theft. But how often do you, as a security professional, or your retail team, consider the potential security and liability risk of hostile customers?

Any reasonably sized retail company should have a standardized procedure for reporting hostile customer incidents to its internal security departments. Prompt reporting of hostile customer events increases security awareness and safety among your employees as well as your patrons. Additionally, ongoing training of employees in effective customer service skills can potentially and proactively reduce a great number of hostile customers. But in situations of intolerable customers whose human nature is to be aggressive and disruptive, employees should be aware of what actions to take to mitigate any disruption to the business and maintain a safe environment for themselves as well as patrons.