Banking and Financial Services Community

The Banking and Financial Services Steering Committee presents a tip sheet for de-escalating and managing irate customers in financial institution public areas.  Irate customers are a daily risk for all financial institutions.  The attached tip sheet provides warning signs, de-escalation best practices, and training recommendations. 

I would like to thank Brian Ishikawa, Dave Aflalo, Mike Bailey, and Tim Kile for the teamwork in documenting this content. We hope you find this tip sheet especially useful in the turbulent times.