The reality: Bad customer behaviour is near-constant
Key insight: Customer incivility is no longer an occasional challenge—it’s an everyday reality that’s wearing down frontline employees.
Polling the frontline – Dealing with difficult customers
Challenging customer interactions aren’t just increasing—they’re becoming routine. Rising prices, staffing shortages and growing customer entitlement are fueling frustration, making daily conflicts a reality for frontline workers.
Key insight: Customer incivility is no longer an occasional challenge—it’s an everyday reality that’s wearing down frontline employees.
Facing rude or aggressive customers isn’t just frustrating—it’s harmful. Beyond the emotional toll, frontline workers are dealing with safety concerns:
Key insight: Unchecked incivility is harming workers’ wellbeing and workplace safety, increasing burnout and turnover risk.
Frontline workers need training that prepares them for real-life interactions—but current efforts are missing the mark:
Key insight: Training needs to be hands-on, scenario-based and ongoing to equip workers for real-world confrontations.
Workers are speaking up about what they need:
73% want stronger safety and security protocols
57% want additional conflict management training
53% want clearer policies for handling difficult situations
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