Final answer:
Effective ways to inform customers of the law without putting them on the defensive include using non-confrontational language, providing clear and concise information, offering educational resources or workshops, seeking feedback and addressing concerns.
Step-by-step explanation:
When informing customers of the law, it is important to choose your words carefully to avoid inflaming the situation and to stay as calm as possible to listen to the other side of the story. Using non-confrontational language, rather than suggesting that you're right and the customer is wrong, can help to keep the conversation open and respectful. Additionally, offering clear and concise information about the law, providing educational resources or workshops, and seeking feedback and addressing concerns can be effective ways to inform customers without putting them on the defensive.
By focusing on solving the problem rather than blaming the customer, and by restating what you've heard the customer say to demonstrate active listening and avoid misunderstandings, you can help create a positive and informative interaction.
If you're not able to resolve the conflict, it may be necessary to involve a supervisor or the HR department.