News and updates

Gallup's (2024) research into US organisations suggests post-pandemic customers have "formed new habits and expectations for customer service".

The nationally representative Gallup survey of 18,665 US employees highlights employees have noticed shifts in customers' behaviour, with the top observations being:

1. More demanding of and expecting higher levels of service (experienced by 43% of respondents)
2. Greater expectations for virtual/remote service (28%)
3. More emotional interactions (11%)

On a constructive note, Gallup suggests leaders can make an immediate difference and create a more customer-centric workplace culture by adjusting how their people are managed.

However, the Queensland University of Technology (QUT) conducted a study to identify the types of aggressive behaviours employees face, and how these behaviours can lead to employees' emotional exhaustion, job stress and intention to leave (Phys Org). When negative customer interactions have the potential to harm employees, companies are obligated to manage these types of risks ("psychosocial risks") under local health and safety laws.

WorkSafe has some great resources to assist with designing a robust psychological risk management system, which could include approaches such as:

• increasing awareness of the issue and offering training and support to employees
• increasing availability of supervisors in frontline areas
• ensuring good customer management strategies, zero-tolerance policies and reporting protocols are in place to manage problematic customer behaviour
• providing work breaks and social support after difficult interactions
• offering more involved psychological support and recovery plans to those affected.

For really problematic customers resulting in emotional abuse, harassment or threats to safety, here is the New Zealand-based protocol for taking action:

1. Contact the person to resolve:

• Contact Netsafe in the first instance - https://report.netsafe.org.nz/hc/en-au/requests/new
• If physical safety is threatened Contact the Police

3. Apply to the Court for a Harmful Digital Communications Order or Harassment Order:

• Harassment Order 
• Online Digital Harassment Order