Best Practices – Handling Stressed or Challenging Customers

This overview highlights best practices for handling members who are anxious, unprepared, or exhibiting signs of stress during a move.

Purpose:

• Ensure member concerns are addressed professionally.

• Protect crews, agencies, and operations from potential issues or non-compliance.

• Promote proactive communication and problem-solving.

Professional Response:

• Acknowledge the challenge: Recognize that the member’s stress is normal.

• Offer solutions: Focus on actionable steps to ease the move and reduce anxiety.

• Communicate proactively: Contact Atlas Canada Government & Corporate Services and/or Atlas Canada Operations immediately.

• Document & escalate: Record interactions and share details with Atlas Canada; escalate to agency senior management if needed.

• Protect yourself: Document your actions to safeguard against non-compliance penalties or adverse reports.

Key Principle:
“Be professional, proactive, and solution-focused. Communication is your best tool to de-escalate stress, support the member, and protect yourself and your agency.”