Page 63 - Kildare House Hotel EHB Rev.1.1

conversations with the door partly open. The first person to enter a premise can indicate to others
that all is well by use of a simple code system, e.g. raising or lowering a blind, removal of a card from
the window, etc.

Action during a robbery:
Staff should co-operate with the criminal(s) and avoid sudden or unexpected movements, which the
latter may misconstrue as an alert signal.

• Activate any alarm system and/or alert the owner ONLY if it is safe to do so.
• Obey. You should do only what you are told. Do not try to overpower a thief, as there may be
others whom you have not seen.
• Observe closely and look for the unusual: gait, scars, tattoos, earrings etc. and try and make a
mental note of the description of the culprits.
Action after a robbery:

• Preserve – physical contact made by the thieves with all surfaces, tills, counters, floors may leave
microscopic evidence behind such as fingerprints, cloth fibres, and soil residue. Most probably it
will be in-visible to the naked eye. It is therefore vital that no cross-contamination takes place by
persons unwittingly touching or interfering with the crime scene. Preservation is best achieved by
closing the premises and cordoning off the area the thieves have entered.
• A short-written memorandum of all that occurred should be made. Descriptions of the culprits,
car registrations and names of customers who may have been present during the robbery should
be re-corded. This can later be invaluable if a witness is challenged about the accuracy of his or
her observations in any subsequent court case.
• Ideally, all customers should remain on the premises until the Gardaí arrive to commence
investigations.

3.32 CUSTOMER COMPLAINTS
This section, from a crime prevention viewpoint, is aimed at providing advice to you with regard to
aggressive customers. Dealing professionally and successfully with customer complaints is a
fundamental requirement for staff.

A disgruntled customer, unhappy with some aspect of the treatment, service or food they have
received, is potentially a lost customer that can generate negative publicity and reduce the marketing
success of the company. It is important to remember that most people do not enjoy confrontation
and complain about a product or service because they feel it is important that their dissatisfaction is
communicated.

In a situation such as this, staff should:

• Provide the customer complaining suitable privacy and record the complaint in writing. Show
the customer that they have their attention and concern and allow the customer fully to
communicate their problem before replying.
• Politely ask key questions that will establish the facts of the complaint and avoid interrupting
the customer. Do not to take the criticism personally. Treat the customer politely and remain
calm regardless of the verbal provocation that can sometimes occur. Acknowledge the
customer’s view-point and apologise for the inconvenience caused.

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