Perceptyx, the global leader in listening and analyzing employee feedback to improve the workplace, recently revealed the results of a study conducted with 21,000 frontline professionals. The survey covered professionals from the health, food services, education, retail, transportation and other sectors, underscoring the issue's relevance.
Os resultados revelam que, por si só, preparar os funcionários para oferecer um bom atendimento não é suficiente; também é crucial treiná-los para lidar com interações negativas e abusivas por parte dos clientes.
Researchers at the Center for Workforce Transformation at Perceptyx have identified worrying consequences for staff facing rude clients. In comparison to those who don't experience this type of situation, these employees are significantly more likely to exhibit:
- **1.3 times more likely to be actively seeking a new job;**
- 1.9 times higher probability of disagreeing that they work in a safe environment;
- Here are a few options, keeping the meaning and structure in mind: **Option 1 (Direct translation, slightly formal):** > 1.5 times higher probability of disagreeing that the organization is concerned about its health and well-being. **Option 2 (Slightly more natural flow):** > The probability of disagreeing that the organization cares about your health and well-being is 1.5 times higher. **Option 3 (Focusing on the increased disagreement):** > There is an 1.5 times greater probability of holding the view that the organization is not concerned about health and well-being. Choose the option that best fits the context. They all accurately convey the meaning of the original text.
- A translated text is: One and a half times higher likelihood of disagreeing that they feel valued in the organization.
- There is a 1.6 times higher probability of feeling uncomfortable when reporting concerns about safety;
- There is a 1.8 times higher probability that they claimed in the last week that workplace stress affected their productivity for more than three days.
- 2.2 times more likely to report that work stress is affecting their physical health.
Okay, here is the accurate and natural translation from pt to en, preserving the original formatting, tone, and context: Furthermore, almost two-thirds of the interviewed people stated they needed a manager's intervention to handle abusive customers, resulting in additional impacts on workplace productivity and team morale. The study also revealed that more than half of the workers who faced aggressive customers also experienced discrimination or prejudice, at a rate 2.7 times higher than other professionals. This suggests that at least part of the customers' hostile behavior stems from discriminatory attitudes.
Retail workers are the most affected.
Although difficult interactions with customers are common in various fields, the study points out that retail workers are among the most vulnerable. These professionals often deal with frustrated consumers who unload their emotions onto the staff. Sectors such as utility services (energy and water), fuel station attendants, and customer support services are particularly exposed to these exhausting interactions.
Often, these services are perceived negatively by customers, who, adding up their daily frustrations, end up discharging them on the staff. This reality highlights the need for changes in the strategy of management and training of these professionals.
How to protect your team?
Over decades, companies have heavily invested in training to improve customer service, adopting philosophies such as "the customer is always right." However, when taken to extremes, such approaches can lead to an organizational culture that prioritizes customer satisfaction at the expense of employees' well-being.
If not addressed seriously, the psychological and emotional impacts of these interactions can lead to mental and physical health problems for employees. Consumer behavior is constantly evolving, and this requires a reformulation of training techniques.
The use of standardized scripts and predefined responses is no longer enough. We're dealing with a society composed of different generations, each with specific needs and expectations regarding service. Therefore, the training for teams must be diverse, taking into account emotional, psychological, and behavioral aspects.
The client changed, and the service also needs to change.
# Translation from pt to en: # Ongoing changes in consumer behavior are profoundly impacting retail and other service sectors. Believing that a single service model can fully meet the expectations of such diverse audiences is a misconception.
Translate the text from pt to en: Since it deals with an intangible aspect — involving emotions, perceptions, and feelings —, preparing the support teams themselves becomes a challenge. Companies need to continuously update themselves, promoting debates, reviewing trainings, and implementing emotional support programs for their employees.
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