The Perceptyx, global leader in listening and analyzing employee feedback for improving the work environment, recently released the results of a survey of 21,000 frontline employees. The study covered healthcare professionals, food services, education, retail, transportation, among others, highlighting the relevance of the topic
The results show that it is not enough to prepare employees to provide good service; It is equally crucial to train them to deal with negative and abusive interactions from customers.
Researchers at Perceptyx's Center for Workforce Transformation have identified worrying consequences for professionals facing uneducated customers.. Compared to those who do not go through such experiences, those officials present:
- 1,3 times more likely to be actively looking for a new job
- 1,9 times more likely to disagree that they work in a safe environment
- 1,5 times more likely to disagree that the organization cares about their health and well-being
- 1,5 times more likely to disagree who are valued in the organization
- 1,6 times more likely to feel uncomfortable reporting safety concerns
- 1,8 times more likely to say that work stress affected their productivity for more than three days in the last week
- 2,2 times more likely to report that work stress is impacting their physical health
Furthermore, Almost two-thirds of respondents said they had needed the intervention of a manager to deal with abusive customers, generating additional impacts on team productivity and morale. The study also revealed that more than half of the workers who faced aggressive customers also suffered discrimination or prejudice, a rate of 2,7 times higher than other professionals. This suggests that at least part of customers' hostile behaviour stems from discriminatory attitudes
Retail workers are the most affected
Although difficult interactions with customers are common in many areas, The study points out that retail workers are among the most vulnerable.. These professionals often deal with frustrated consumers who take their emotions out on the attendants. Sectors such as public utilities (energy and water), Fuel station service and customer support services are particularly exposed to these stressful interactions
Many times, these services are perceived negatively by consumers, what, adding up their daily frustrations, They end up discounting the attendants.. This reality highlights the need for changes in management and training strategies for these professionals.
How to Protect Your Team
For decades, Companies have invested heavily in training to improve customer service., adopting philosophies such as "the customer is always right". However, When taken to the extreme, These approaches can result in an organisational culture that prioritises customer satisfaction at the expense of employee well-being.
If they are not taken seriously, the psychological and emotional impacts of these interactions can lead to mental and physical health problems in employees. Consumer behaviour is constantly changing, And that requires a rethinking of training techniques.
The use of standardized scripts and predefined responses is no longer enough. We are dealing with a society made up of different generations., each with specific needs and expectations in relation to care. Therefore, the training of the teams must be diversified, considering emotional aspects, psychological and behavioural
The customer has changed and service needs to change too
Changes in consumer behavior are profoundly impacting retail and other service sectors.. It is a misconception to believe that a single model of service can meet the expectations of such diverse audiences.
Because it is an intangible aspect — involving emotions, perceptions and feelings —, Preparing the service teams becomes a challenge. Companies need to constantly update themselves, promoting debates, reviewing training and implementing emotional support programmes for their employees
More than sustaining the idea that "the customer is always right"., it is essential to train attendants to handle different consumer profiles, offering them the necessary support to face daily challenges in a safe and balanced way
