Standing Up Against Rising Customer Abuse in the Service Industry
As I drove home from the supermarket this week, I was deeply troubled to hear a radio statistic revealing that incidents of customer abuse and aggression have surged by 50% over the past two years. Data provided by the SDA shows that over 85% of retail workers have reported being subjected to abuse while on the job. This alarming trend is not limited to the retail sector; it affects every industry, including both the commercial and government sectors.
The consequences of this rise in abuse are significant, causing emotional and psychological distress for customer service representatives and resulting in decreased job satisfaction, reduced productivity, lower service quality, higher turnover rates, and an adverse impact on employee well-being, not to mention serious concerns for health and safety.
We find ourselves in a high-pressure environment, with the increasing cost of living, the persistent aftermath of the COVID-19 pandemic, and the approach of the Christmas holiday season. Unfortunately, this presents the perfect storm for heightened customer abuse towards our service community.
While we may not always be able to prevent such behaviour, a proactive approach is essential. The most critical step leaders and organisations can take is to equip our teams with the skills and mindset needed to navigate these challenging interactions. I recently had the privilege of working with a council team preparing for roles involving difficult and potentially abusive conversations. The leadership team's decision to organise customer aggression and conflict training prior to the team's deployment was inspiring. The results were remarkable; after a fully tailored, three-hour workshop and follow-up sessions, the team was well-prepared to manage these interactions successfully. In our debrief, I learned that, after almost a month, they had encountered only one situation where a customer posed a risk of violence, and the team handled it confidently. They recognised that, while not everyone can be turned around, they knew what to do in challenging situations.
As I immersed myself in the world of "Love Stories," I found myself reflecting on the diverse range of emotions that Trent Dalton's writing evoked. He shared true stories, many of acts of love that were both moving and inspiring. It is not merely a collection of tales about romantic love; it encompasses love for family, community, justice, and even for complete strangers. Love, as I've come to realise, knows no bounds and extends to the service we provide every day. As Mother Teresa wisely said, ‘It's not about how much you do, but how much love you put into what you do that counts.’
With years spent on the frontline, I understand that the world of service isn't always smooth sailing. There are moments when it feels more like an exercise in patience or endurance, especially when dealing with challenging customers or team members. However, what if, even in those trying situations, we could see things through the lens of love and empathy? How might that change the way we interact with those before us?
Imagine a world where every act of service is fuelled by love. Picture every email, every phone call, every in-person interaction, and every coaching conversation brimming with love. I'm confident that many of us already serve with this level of care, whether we consciously choose it or it simply comes naturally.
Reading "Love Stories" moved me to tears countless times. My concerned husband would glance at me and ask “Are you OK? You are crying again!” And the answer is simple: It was the power of love, the strength it holds, and the transformation it can bring to someone's life and day that brought me to tears many times over.
While my usual literary preferences lean towards non-fiction, work-related books that delve into service, leadership and motivation, "Love Stories" transported me to a place where I couldn't help but reflect on the love that thrives within our customer service community, the impact of our work, and the profound difference our community makes in people's lives every single day.
In a world where love is needed more than ever before, let's come together and embrace the incredible potential of putting more love into service. It has the power to change the world, one interaction at a time.