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Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they had experienced increased abuse from customers during the coronavirus pandemic, and they feel under pressure to perform additional responsibilities because of the crisis.

“Given what has been going on in the wider world, there is a time when we all get a bit frustrated with things but some of the examples we are starting to see are: compromising social distancing, situations where people have been spat at and also threatening language – and the majority of cases, most customers are reasonable but there is a significant minority where we are seeing this and really that is what our campaign is all about: helping to address that.” – Jo Causon


More details on our campaign: Back our Essential Workers: Service with Respect. For more info or comments, please get in touch.

The Institute of Customer Service

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