response

Read your classmates' posts and respond thoughtfully to at least two of them.

 Where I work there are usually customers who are frustrated/angry enough to take out their anger or frustration out on me, and sometimes I'll have to 'critically think' in order to solve their issue. Most of these customers problems are being left unattended so they argue at whatever employee they can find, or its just how that person. The situation where I really had to really use these set of skills was when a customer was going to physically assault an employee with an item he was asking about, which if that item where to have been swung with enough force, it can be considered a weapon. Like most physical altercations, it began verbally. I was in the same aisle as my co-worker where I was watching him and helping him, then we were approached by the customer, who consulted with me first and got frustrated with me because I couldn't understand his accent, to which I switch to another language in hopes thatit was his native language (he got offended), the customer then provided me with a comment not appropiate for this platform. After that I preferred my salary over anything, and called my co-worker to attend him. Knowing what this customer was capable of I stayed in the aisle just to observe, and analyze any situation that could've occured. 

     Shortly after, surprisingly (not really), the customer begins to cause a scene and as reach them to kick the customer out of the store, the customer raises the item he had in his arm, which was a rather large and heavy drill-bit used to drill through concrete. At that moment I needed to react instinctively, which was to grab the drill bit from behind before he began to swing it. The customer still attempted to attack my coworker without the drill bit, but that got handled, and after police was involved we were asked to fill out reports. I believe that for this situation I used first was infering, since I presumed off previous experience that something could've happened, then communicating non-verbally with my co-worker who did give me a distressed look, I also observed the customers movements and was able to predict that he was planning to use the drill bit as some sort of weapon. I think inorder to have prevented that problem, I should've told the customer to please leave the store when he provided me with his inappropiate comment, then all could've been avoided.