Handling Difficult Customers

The retail, licensed retail, leisure and hospitality sectors are exciting, diverse and a major source of employment. The majority of workers interact directly with customers and at some point they will face a dissatisfied, angry or aggressive individual.

Personal safety risks are greater in some environments, especially where there is theft by or from customers, and where there is an increased risk of robbery. Alcohol is also a common factor in disruptive behaviour and assaults.

Flexible, effective solutions

Most conflict can be avoided or defused through good customer service and positive communication skills. Customer service training, however, stops just short of the more difficult scenarios that can place staff and customers at risk, and damage business reputations.

We can help you make sure you have effective policies and controls in place and a training strategy that safeguards staff by giving them the awareness and skills they need for their specific role.

Supervisors, managers and security functions benefit from additional modules, such as physical interventions or conflict incident response training, available through flexible, blended learning resources that can be delivered cost effectively in the workplace.


Maybo is a leader in violence reduction and conflict management training with experience to support every type of retail organisation.

We have developed bespoke programmes for customer facing teams and managers at Starbucks, McDonalds and KFC and comprehensive loss prevention and security training for Debenhams.

Large and small retailers have benefited from our work with the British Retail Consortium on educational initiatives such as 'Trouble in Store'.

In 2010 our Chairman, Bill Fox, chaired the project group that produced the national guidance for retailers on reducing risk in the Loss Prevention Function, 'Physical Intervention: Reducing Risk'. Click here to download the guidance.

Licensed Retail & Hospitality

We have worked with local licensing teams and major licensed retail operators such as Spirit Group, Mitchells and Butlers and Novus Leisure. We understand the differing needs of staff who work in bars, restaurants, hotels, night clubs and casinos and we train the leading security and door supervision companies that support the sector.

Maybo assisted the leading awarding organisation in the licensed retail sector (BIIAB) in the UK with developing risk reduction guidance and the first conflict management qualifications for the licensed retail sector. These awards became the benchmark upon which the Security Industry Authority modelled the conflict management and physical intervention aspects of its regulatory requirements for door supervisors.

Click here to learn more about our approach and our market leading training solutions, or Contact Us to discuss the best training solution for your staff.