A growing concern among customer service staff is the rise in abuse due to economic pressures.
- Research from the Institute of Customer Service highlights that 44% of staff are considering leaving their roles.
- 42% of customer-facing staff report experiencing hostility in the last six months.
- The cost-of-living crisis is identified as a significant trigger for customer frustrations.
- A legal change now considers assaulting retail staff an aggravated offence, yet safety concerns remain.
The rising levels of customer abuse have become a significant issue, with 44% of customer service employees contemplating leaving their positions due to these challenges. This trend has been confirmed by a survey conducted by the Institute of Customer Service involving 1,488 staff members. Many employees face emotional stress, leading to considerations of career changes.
A substantial 42% of surveyed staff reported facing hostility from customers within the past half year. This includes various abusive behaviours, with 75% encountering shouting and 60% facing verbal abuse. Some employees have endured even more severe incidents, such as physical violence, intensifying the urgency of addressing this issue.
The ongoing cost-of-living crisis has exacerbated customer frustration, leading to increased hostility towards service staff. This crisis is seen as a major catalyst, with 66% of staff recognising it as a cause of negative customer behaviour. The effects of this economic strain are reflected in the heightened tensions and conflicts in customer interactions.
Despite new legislation making it an aggravated offence to assault retail staff, awareness and safety concerns are still problematic. Nearly half of those affected by hostility did not report incidents, often due to a belief in the ineffectiveness of such measures or the sheer frequency of occurrences. Although a third of respondents were aware of these legal changes, 23% still feel insecure.
Jo Causon, CEO of the Institute of Customer Service, stressed the need to tackle this issue seriously, urging organisations to report assaults to law enforcement and advocating for governmental focus following the law’s amendment. Causon argues that the pervasive nature of these hostile encounters complicates talent acquisition and retention, emphasising a zero-tolerance policy and adequate support for staff.
Customer service roles are increasingly fraught due to rising customer hostility, demanding urgent attention to ensure staff welfare and retention.
