If the customer doesn’t calm down there are still a couple of things you can try...

Focus on the initial issue rather than any issues created since. This is sometimes known as “sidestepping” and avoids focusing on the behaviour caused by the issue or further issues.

E.g. A customer is angry that their usual brand of indigestion remedy is out of stock and are complaining about how rubbish and poorly stocked the pharmacy is.

In this scenario the item being out of stock is the initial issue and the complaining is the behaviour caused by the issue. This situation could be “sidestepped” with a statement such as “I’m sorry we don’t have your usual brand in stock today, let me check when it will be back in stock or if we have an alternative product you could try instead”.

Assertively remind the customer you can only help them if they provide the information required, remember not to interrupt them and to use an empathetic response. E.g. “I can see how the wait has made you frustrated, I can help you if you tell me more about your symptoms”.

You could suggest that the customer could speak to a more senior member of staff such as the pharmacist. You may have to manage their expectations with this as they may have to wait if the other staff member is busy. If you have a seating area invite them to sit down to wait, it is much more difficult to continue shouting when sitting.

If your pharmacy has a policy regarding verbal aggression remind the customer that their behaviour is unacceptable. If you have any signage such as the one below reinforce the message by directing the customers attention to it whilst assertively telling them their behaviour is aggressive and what the consequences will be if they continue in this manner.

Example signage from GP Violence and Aggression Policy