Setting a masking policy is one thing; enforcing it is another. There have been numerous incidents nationwide where customers in revolt against masking have verbally or physically expressed their opinion to the harm of employees. Watch for “masking bullying” by employees trying to enforce a company’s masking policy and by customers refusing to follow company policy. The Customer Service Zone has some helpful suggestions on handling bullying and verbal abuse from and to customers that may be applicable to the enforcement of your masking policy.
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