We’ve gathered direct insights from frontline employees, managers and executives to identify today’s most urgent challenges and illuminate a successful path forward.
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Polling the frontline – Dealing with difficult customers
Difficult customer interactions aren’t just increasing—they’re becoming routine. Rising prices, staffing shortages and growing customer entitlement create mounting 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 directly affecting frontline employees.
Regularly facing difficult customer situations is more than frustrating—it’s demoralizing. The impact is clear:
Key insight: Unchecked incivility is driving burnout and pushing workers to reconsider their roles, threatening retention and overall business performance.
Key insight: Training needs to be more practical, ongoing and scenario-based to ensure frontline workers are prepared to manage these incidents when they occur.
Workers also report that training is too focused on company policy, disconnected from real-life situations and lacks hands-on practice, with only 25% receiving role-play training.
What frontline workers need now:
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