Resources for Violent Customer Situations

This is a stressful time in the U.S. and tensions are running high for many. This can create volatile and possibly violent customers. NATSO wants to help keep its members and their customers safe, and worked with Federated Insurance, a NATSO Chairman’s Circle Member, to pull together several safety resources.
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Resources for Violent Customer Situations
 

This is a stressful time in the U.S. and tensions are running high for many. This can create volatile and possibly violent customers. NATSO wants to help keep its members and their customers safe, and worked with Federated Insurance, a NATSO Chairman’s Circle Member, to pull together several safety resources.

The National Institute of Occupational Safety and Health said workplace violence typically falls into one of four categories: criminal intent, customer/client, worker on worker and personal relationship. 
 
The National Safety Council said some basic planning and preparation strategies can minimize or help avoid violent situations in the workplace. The Council has prepared a 5-Minute Safety Talk on violence in the workplace that owners and managers can share with employees.

Federated Insurance has a program on robbery prevention that addresses some of the same concepts that an employee would use in a hostile customer situation, said Nate Oland, senior national account executive for Federated Insurance. The program includes a suspect ID sheet, problem locations, deterrence checklist, security guide, and signs and stickers. Federated Insurance has made the program available as a complimentary resource to all of NATSO’s members. Federated Insurance also several active shooter resources available to Federated clients through its vendors. NATSO members interested in these resources can contact Oland at NSOland@fedins.com.

Department of Homeland Security’s Ready.gov has a one-page guide on active shooters. Oland said the website offers valuable guidance and a how-to guide operators can share with each store or management team.

The FBI also has a comprehensive resource on active shooters.

The Society for Human Resources Management has a comprehensive guide to understanding workplace violence prevention and response. The guidance covers everything from assessing a threat to arson.

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