Your Emergency Response Plan—Be Prepared

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others?
This is a serious topic. I will share my thoughts, but it’s important to note that the brevity of my answer does not diminish the importance of the question. If someone threatens to do harm to themselves or others, it cannot be taken lightly.
If you find yourself in this situation, the first step is to inform the customer that such statements are taken seriously and that you will be informing the proper authorities. It’s important to make this statement with as much concern and empathy as possible. Of course, the follow-through is just as, if not more, important. You cannot make that statement without following through on your actions. Once any imminent danger has been dealt with, take time to reflect. Determine