Customer service workers are facing increasing levels of abuse, prompting many to consider resigning.
- A staggering 44% of employees in customer-facing roles are contemplating leaving their jobs due to escalating hostility from customers.
- The cost-of-living crisis is identified as a key factor triggering customer frustrations, leading to abuse.
- Verbal and physical hostility are prevalent, with 75% experiencing shouting and 60% enduring swearing.
- A new legal framework makes it an aggravated offence to assault retail staff, yet frustrations persist.
A recent survey by the Institute of Customer Service (ICS) highlights a concerning trend in the retail sector; 44% of customer service staff are considering leaving their roles. This alarming statistic is driven by the increasing levels of abuse from customers, attributed largely to frustrations stemming from the ongoing cost-of-living crisis.
The data from 1,488 retail employees reveals that nearly half, around 42%, experienced hostility in the past six months. Notably, two-thirds of respondents, approximately 66%, cite financial pressures as the catalyst for this spike in aggressive behaviour, which has made roles in customer services increasingly challenging.
Instances of verbal abuse are widespread, with 75% of customer service workers reporting experiences of being shouted at and 60% subjected to swearing. Moreover, the threat of physical violence is an alarming reality for more than a quarter of these employees, underlining the severity of the situation.
Despite the introduction of legislation that classifies the assault of retail staff as an aggravated offence, nearly half of those who face hostility do not report these incidences. The predominant reasons include a belief that reporting will effect little change and the perceived regularity of such incidents.
Jo Causon, CEO of the ICS, underscores the urgent need for organisations to address this abuse decisively, describing it as a significant impediment to attracting and retaining talent in the sector. She emphasises the necessity of adopting a zero-tolerance policy and ensuring comprehensive training and support for staff.
The increasing levels of customer abuse in the retail sector highlight a pressing need for systemic change to protect and support customer service workers.
