Working in a service station means your team is often on the front line. While most customers are respectful, there can be times when staff face aggression, verbal abuse or threatening behaviour. How your team responds in these moments can have a lasting impact on their safety, wellbeing and confidence at work.

The first step is preparation. Every team member should be trained in how to identify escalating behaviour and how to respond calmly. This includes using non-confrontational language, maintaining safe distances, and knowing when to disengage and seek help. Role-playing scenarios during training can boost confidence and prepare staff for real-life situations.

Having a clear policy in place is vital. Staff should know exactly what steps to take if a situation turns aggressive. This might include activating a duress alarm, calling for a supervisor, or following a set procedure for handling disputes over fuel payments or store policies.

Physical safety measures also help. Duress buttons, silent alarms, well-positioned counters and visible CCTV cameras can deter aggressive behaviour and help your team feel secure. Make sure these systems are regularly tested and that staff know how to use them.

Debriefing after an incident is just as important. Team members who have faced aggression should be given support and the opportunity to talk through what happened. This helps reduce stress and builds resilience.

Creating a safe service station environment is about more than equipment and policies. It’s about fostering a workplace culture where safety and respect are non-negotiable, for your team and for the customers they serve.

For the latest retailer news and information, check out the ServoPro website or to speak to us about how we can help your business contact us.