Silent crisis: Abuse from customers

In our towns and cities, a silent crisis unfolds amid the urban hum. Customer-facing workers, the backbone of retail and service, endure daily abuse, ranging from verbal assaults to physical threats.

Stats reveal the severity: 31% consider leaving due to abuse; only 44% report incidents. Shockingly, reasons for not reporting include a belief in futility (52%) and the perception of incidents happening too frequently (33%). (Source: Institute of Customer Service).

We cannot let this persist. Customer-facing workers deserve respect as human beings.

It’s crucial to provide employees with de-escalation training and clear reporting procedures.

Cultivate a culture of support, ensuring employees feel empowered to report incidents and receive necessary support.