Experienced employees know how to handle contact with angry customers, giving them the time and opportunity to share any frustrations at the company’s processes and operations and meeting anger with understanding and patience. But if the anger is actively directed at our staff and language becomes abusive and/or personal, the situation becomes unacceptable.
Our staff will politely and respectfully ask customers to stop using this kind of language or behaving in this way, in line with this Customer Conduct Policy.
If the behaviour then continues, our staff have the option to request offenders immediately vacate our sports centres and the park, stop the conversation, or remove themselves from the situation.
We may also, at our sole discretion, ban the individual or refer specific cases or repeat offenders to the authorities.
Any physical attack or violence will not be tolerated and will always be reported.