Abuse of shop workers rises again as staff blame cost-of-living stress

Abuse and violence towards shop workers and service staff is on the rise again as new penalties come into force, according to research.

A quarter of staff who have faced increased hostility said they believe this increase is partly due to the sharp increase in the cost of living and stress this has placed on customers.

New figures from The Institute of Customer Service revealed 44% of frontline service staff have experienced hostility from customers in the past six months – a rise from 35% in February 2022.

It comes as new powers come into force on Tuesday, which will allow for large penalties to be handed to customers who attack and abuse shop workers.

The policy change came after a host of retailers, including the Co-Op, reported a surge in attacks on workers during the pandemic.

Tensions are continuing to rise and this is thought to be linked with declining consumer sentiment amid the cost-of-living crisis, according to the Institute for Customer Service.

Jo Causon, chief executive officer of the institute, said: “Today’s change in the law is a reason for celebration for all those who campaigned for service with respect for our nation’s hard-working, frontline service professionals.

“These new stricter sentencing guidelines will provide vital protection for workers against a backdrop of heightened customer stress and frustration relating to rising prices, and falling levels of service due to widespread skills shortages.

“I worry that UK businesses are becoming trapped in a Catch-22 situation, with tensions boiling over into abuse that triggers staff absences leading to further frustration.

“We must break this cycle, by acting together as a society to offer our support to hard-pressed, frontline workers.”

The new research, from a poll of more than 1,300 customer-facing staff, found that over a third – 35% – believe that behaviours and tone has become more aggressive over the past six months.

Meanwhile, 33% of workers who have experienced hostility cited higher levels of anxiety among shoppers as a trigger for customer hostility and a quarter (25%) specifically linked it to price increases.

Ms Causon added: “As a nation, we find ourselves at the mercy of stock and staff shortages related to global and domestic issues.

“These issues aren’t going away, and so price rises and inflation will be on the cards for many months yet.

“To prepare for this, I urge employers to adopt a zero-tolerance approach to hostility, ensuring their employees are trained to handle difficult situations when they arise.”