Final answer:
To manage and mitigate customer deviant behaviour, firms should set clear policies, train employees, monitor behaviour, apply tiered sanctions, design preventive spaces and processes, and foster a communal environment.
Step-by-step explanation:
Managing and Mitigating Customer Deviant Behaviour
To manage and mitigate customer deviant behaviour, firms should implement several strategies:
- Develop clear policies and communicate them to customers effectively to set expectations.
- Train employees on how to handle various situations of customer deviance with professionalism and tact.
- Monitor behaviour and gather data to understand the causes and patterns of deviance.
- Use a tiered approach to sanctions, starting with gentle reminders and escalating to more serious consequences if necessary.
- Design spaces and processes that reduce opportunities for deviant behaviour.
- Engage customers in creating a community with shared values to encourage self-policing amongst peers.
By taking these steps, firms can reduce the instances of deviant behaviour and create a positive environment for both employees and customers.