Nearly two-thirds of retail staff have reported hostility from customers in the last year, says a new study, suggesting abuse towards retail staff continues ahead of Christmas.
According to a poll conducted by Institute of Customer Service, about 60.5 percent of retail staff reported hostility from customers while more than 40 per cent said that hostility has become more aggressive in the face of stock and staff shortages in the last six months.
Hostilities were reported in the form of shouting (60.7 per cent) and swearing (47.1 per cent) through to physical violence such as pushing (13.7 per cent) and punching (10.3 per cent) while one in 15 (6.7 per cent) have even received death threats.
The survey, conducted as part of the Service with Respect campaign, launched by Institute of Customer Service in July 2020, covered 1000 customer-facing staff in a number of sectors.
As per the poll, the key triggers have been wait (44.6 per cent), limited availability of products (34.1 per cent) and not enough staff (29.3 per cent).
“Organisations can play their part by ensuring staff are adequately trained and supported,” Jo Causon, chief executive of the Institute, said.
“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.”
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.
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