When an Angry Customer Becomes a Security Threat
In this episode of Redacted Opinions: Unfiltered and Raw, the hosts discuss how angry, entitled customers can shift from a customer-service issue into a real security threat across retail, healthcare, transit, and property management. T
hey question whether organizations prioritize retaining customers over protecting employees and explore how “the customer is always right” culture, AI-driven call centers, and lack of frontline empowerment fuel frustration and abuse. Brian shares experiences from policing, private sector security, Fidelity Investments, and consulting, including incidents where…
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