The abuse of customer service staff has hit record levels amid frustrations over the cost-of-living crisis, according to research. Almost half of frontline service staff – 45% – have experienced hostility from customers in the past six months, which is a rise of 10 percentage points since February, the Institute of Customer Service found.
The organisation released a survey of more than 1,200 customer-facing staff on Thursday, which found that two in five frontline service workers are considering leaving their roles over the abuse they have received. Of those surveyed, more than half (54%) experienced verbal abuse, including swearing and shouting, and more than a quarter (27%) had experienced physical abuse, included being pushed, punched, spat at and kicked.
The Institute of Customer Research also found that 34% think their role will before more challenging over the next six months – 77% of whom cited rising energy prices and 50% of whom cited increased cost of living as key triggers.
Jo Causon, chief executive of the Institute of Customer Service, said: “As a nation, we are experiencing a great degree of anxiety and frustration as the soaring cost of living adds stress and uncertainty to our daily lives.
