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Interacting with the customer

When you are concerned that a customer may be experiencing harm, acting early and quickly could help stop or prevent the harm worsening. It is important in a premises environment that you interact with the customer in a timely manner whilst the opportunity presents itself.

For some customers, making them aware of why you are concerned may be enough to prompt them to think and make a change. Some customers will need more support or advice.

Your interactions should have an outcome. Knowing what impact your interaction has had will help you support the customer and help to keep improving your approach. To achieve this, it is vital to keep good records and make them available to staff to inform decisions.

Interact

We expect you to:

  • Be curious, and if you spot behaviour or vulnerabilities that could indicate harm, to act on it.
  • Ensure your staff have access to the information and support they need, such as customer interaction records, so that they are able to make decisions about how to interact and can do so discreetly.
  • Interact in a way that is appropriate to the severity of the potential harm. You should trial and evaluate different approaches to achieve this. Importantly, this may include refusing service or ending the business relationship.
  • Think about what information you should give the customer to help them understand why you are interacting with them, such as describing the type of behaviour they display or practical help or support where appropriate.

In gambling premises, many of your interactions are likely to be face-to-face, so it is important for staff to be prepared in advance of carrying out a customer interaction.

You should consider:

  • What do you need to know from the customer and what do you already know about them?
  • What information do you want to give them?
  • How many times have you already interacted with the customer?
  • What outcome do you want to achieve?
  • Is the customer behaving in a way which might inhibit an interaction at this point?

A customer interaction has three parts

These are:

  1. Observation – behaviour or activity you have spotted or something the customer tells you.
  2. Action – contact to prompt the customer to think about their gambling, for you to find out more, and an opportunity for you to offer information or support.
  3. Outcome – what you or the customer did next. In some cases, you may need to monitor the customer’s gambling to spot any change which may prompt further action.
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Offering help and support

Last updated: 10 February 2023

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