I had the most unfortunate experience last night for having witnessed a customer verbally intimidating and humiliating my colleague in front of other staff members. The cause of the incident was apparently the 'intimidation' of the wife of the said colleague earlier on in the morning, and he (customer), acting upon his wife's hearsay, decided to 'lecture' my colleague on how to do business, and said (to this extent), "Don't you dare intimidate any female". He also said my colleague was 'gangster-ish' (most likely because of his tattoos), and that he can "take him on anytime". The customer also said that he knows many of the other customers, and implicitly exclaimed that he can tarnish the name of the company and hurt our business by dissuading others from taking lessons from us.
Now, I've known my colleague for about 2 years now, and I trust he's pretty professional in his manner. Surely enough, not wanting to escalate the situation, he apologised for any unintended miscommunication. Not contented, the customer went on admonishing and humiliating my colleague. The whole incident left a bad taste in our mouth.
Newsflash: The customer's actions can be considered a form of criminal intimidation under the Penal Code:
Criminal intimidation
503. Whoever threatens another with any injury to his person, reputation or property, or to the person or reputation of any one in whom that person is interested, with intent to cause alarm to that person, or to cause that person to do any act which he is not legally bound to do, or to omit to do any act which that person is legally entitled to do, as the means of avoiding the execution of such threat, commits criminal intimidation.
The reason I didn't intervene was because I was unprepared and unsure what I should do. Now that I've thought of it clearly, here are a couple of steps we can all take to deal with such situations:
1. Video the record interaction.
2. When spotted video recording, and the customer prohibits us from recording and demands we delete the recording, we need to assert our right to record. At this juncture, if you give in to your fears and to the customer's demands, you've essentially pulled down your pants and bent over - preparing yourself to be sodomised (figure of speech if you haven't figured it out).
3. If threatened with some dubious laws (e.g. breach of privacy bullshit), continue to assert right to record, and say that the interaction is not private, and it's certainly does not constitute wiretapping. We have the right to record an open interaction.
4. If the customer becomes physical, cite these sections of the Penal Code:
Assault
351. Whoever makes any gesture or any preparation, intending or knowing it to be likely that such gesture or preparation will cause any person present to apprehend that he who makes that gesture or preparation is about to use criminal force to that person, is said to commit an assault.
Explanation—Mere words do not amount to an assault. But the words which a person uses may give to his gestures or preparation such a meaning as may make those gestures or preparations amount to an assault.
ILLUSTRATIONS
(a) A shakes his fist at Z, intending or knowing it to be likely that he may thereby cause Z to believe that A is about to strike Z. A has committed an assault.
(b) A begins to unloose the muzzle of a ferocious dog, intending or knowing it to be likely that he may thereby cause Z to believe that he is about to cause the dog to attack Z. A has committed an assault upon Z.
(c) A takes up a stick, saying to Z, “I will give you a beating”. Here, though the words used by A could in no case amount to an assault, and though the mere gesture, unaccompanied by any other circumstances might
not amount to an assault, the gesture explained by the words may amount to an assault.
Also, call the police to deescalate situation if needed (it's within our rights).
Bear in mind, any force used to confiscate the video recording device can be resisted with reasonable force under Section 97 of the Penal Code:
Right of private defence of the body and of property
97. Every person has a right, subject to the restrictions contained in section 99, to defend—
(a) his own body, and the body of any other person, against any offence affecting the human body;
(b) the property, whether movable or immovable, of himself or of any other person, against any act which is an offence falling under the definition of theft, robbery, mischief or criminal trespass, or which is an attempt to commit theft, robbery, mischief or criminal trespass.
*Acts against which there is no right of private defence
99. (1) There is no right of private defence against an act which does not reasonably cause the apprehension of death or of grievous hurt, if done, or attempted to be done, by a public servant acting in good faith under colour of his office, though that act may not be strictly justifiable by law.
(2) There is no right of private defence against an act which does not reasonably cause the apprehension of death or of grievous hurt, if done, or attempted to be done, by the direction of a public servant acting in good faith under colour of his office, though that direction may not be strictly justifiable by law.
(3) There is no right of private defence in cases in which there is time to have recourse to the protection of the public authorities.
(4) The right of private defence in no case extends to the inflicting of more harm than it is necessary to inflict for the purpose of defence.
5. Upload into the Internet and allow the world to see 1st class douchbaggery. Also, this does not constitute defamation as it is fair use (make sure no video editing) showing original interaction.
Even as we're workers serving clients' needs, bear in mind that we should NEVER allow the adage, "customer is always right" to ass-rape us in any condescending manner. We should never allow them to threaten us in any way e.g. threatening to influence others to avoid doing business with us - it's criminal intimidation btw Section 503 PC. We all have dignity, and we need to stand for our rights.
If you do get admonished by your employer, remind them that it is in their best of interests to protect their employees' rights.