How should you respond to a disruptive service animal in a store?

How should you respond to a disruptive service animal in a store?

• A. Require the handler to remove the animal.
• B. Confront the customer aggressively.
• C. Follow policy, address politely, offer alternatives, ensure safety, document.
• D. Call security and eject immediately.

Answer: (C)

When a service animal is disruptive, respond by following policy, speaking to the handler politely, and focusing on safety. The goal is to accommodate the customer with a disability while keeping everyone safe and the shopping experience smooth. Speak calmly to the handler, assess whether the animal is under control, and offer constructive alternatives—such as staff assistance, moving to a quieter area, or other accommodations that reduce disruption. Remember, you may ask the animal to be removed only if it is out of control or not housebroken and the handler does not take effective action to control it. In any case, document the incident for safety and training purposes and involve management if needed. Aggressive confrontation, automatic ejection, or calling security immediately without attempting policy-based management can create safety risks and unnecessary conflict.

When a service animal is disruptive, respond by following policy, speaking to the handler politely, and focusing on safety. The goal is to accommodate the customer with a disability while keeping everyone safe and the shopping experience smooth. Speak calmly to the handler, assess whether the animal is under control, and offer constructive alternatives—such as staff assistance, moving to a quieter area, or other accommodations that reduce disruption. Remember, you may ask the animal to be removed only if it is out of control or not housebroken and the handler does not take effective action to control it. In any case, document the incident for safety and training purposes and involve management if needed. Aggressive confrontation, automatic ejection, or calling security immediately without attempting policy-based management can create safety risks and unnecessary conflict.