Quote:
Originally Posted by Pugchief
It happened all the time in my office. Patients became belligerent if they didn't get their way (appointment time, financial issues, etc). Receptionist would try to gently explain the reality, and after repeating herself for the fifth time, would lose her cool. You can only take so much. Staff should not need to tolerate swearing, threats, etc.
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Normally, I can understand the frustration of staff with an abusive individual, but to get baited to the same tactics only makes matters worse. If the individual becomes abusive, invite them to leave (with the help of security or police, if necessary). Printed sign at the ready. "Speak softly or your appointment will be canceled immediately!"