Disarming an angry customer

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Violence against bus and coach staff often stems from poorly-handled disputes. Dealing with angry customers correctly can remove much tension. CBW’s legal expert, Adam Bernstein explains

Violence against transport staff is an issue that the Government and authorities are well aware of. Back in 1989, Thames News reported on the growing issue of violence facing bus drivers. The clip, now on YouTube, noted that 1988 saw more than 800 assaults on London buses.

More recently, in 2012, Transport for London (TfL) ran a campaign that sought to deal with physical and verbal assaults on staff. In that year, reported verbal abuse alone rose by 17%. The Health and Safety Executive a year later published a page on its website discussing work-related violence against bus drivers. […]

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