CHAPTER 19

When Talking Isn’tEnough: KeepingYourself and YourCustomer Safe

DID YOU KNOW that increasing the price of your fast food can be dangerous? According to a March 2011 article in the Colorado Springs (CO) Gazette, after a man picked up seven crunchy beef burritos at a restaurant and discovered that each of them now cost fifty cents more, he fired at an employee with an air rifle. After police were called, he fired at officers with an assault rifle and barricaded himself in a hotel room before being charged with attempted murder.

On the one hand, serving the public is statistically one of the safest professions you can choose. According to the Bureau of Labor Statistics and the National Lightning Safety Institute, you are almost twenty ...

Get The Customer Service Survival Kit now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.