Customer hostility to staff is increasing, says customer service body

The Institute, which helps companies improve how they deal with customers, has released research that indicates that nearly two-thirds of staff (60.5%) have reported hostility from customers in the last year.

More than 40% said that hostility has become more aggressive in the face of stock and staff shortages in the last six months.

The poll, which involved 1000 customer-facing staff in a number of sectors, added that key triggers were having to wait (44.6%), limited availability of products (34.1%) and not enough staff (29.3%).

Instances of hostility range from shouting (60.7%) and swearing (47.1%) through to physical violence such as pushing (13.7%) and punching (10.3%).

One in 15 (6.7%) have even received death threats.

The survey was conducted as part of the Service with Respect campaign, launched by The Institute of Customer Service in July 2020.

The Institute is working with businesses, the Government, unions, police, public officials, workers and customers to combat the growing issue of hostility towards customer-facing workers.

Over 75 business leaders from across all industry sectors – including the chiefs executives of Marks and Spencer, Sainsbury’s, and the Post Office, have signed an open letter calling for employers, the law and customers to recognise such behaviour as morally unacceptable, and to guarantee front line staff their concerns will be taken seriously.

Jo Causon, chief executive of the Institute, said: “Organisations can play their part by ensuring staff are adequately trained and supported.

“The tabled amendment to the Sentencing Bill will mean that assaults on those serving the public will be treated as ‘aggravated’ in sentencing terms.

“This is a huge step in the right direction and shows that the Government is listening, but given our ongoing research into this issue we will continue to push the Government to bring this into law.”