The cost of serving abusive and rude customers

Perceptyx, a global leader in listening and analyzing employee feedback for the improvement of the work environment, recently released the results of a survey of 21 thousand frontline employees.The study covered professionals from the health, food services, education, retail, transportation, among others, highlighting the relevance of the topic.

The results reveal that it is not enough to prepare employees to offer good service; it is equally crucial to train them to deal with negative and abusive interactions by customers.

Researchers at Perceptyx's Center for Workforce Transformation identified troubling consequences for professionals facing ill-mannered clients. Compared to those who do not undergo such experiences, these employees present:

• 1.3 Times more likely to be actively seeking 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 your health and well-being;
• 1.5 Times more likely to disagree that are valued in the organization;
• 1.6 Times more likely to feel uncomfortable when reporting safety concerns;
• 1.8 Times more likely to state 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.

In addition, almost two-thirds of respondents said they needed the intervention of a manager to deal with abusive clients, generating additional impacts on productivity and staff morale.The study also revealed that more than half of workers who faced aggressive clients also suffered discrimination or prejudice, a rate 2.7 times higher than other professionals.This suggests that at least part of the hostile behavior of clients originates 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 discharge their emotions in the attendants.Sectors such as utilities (energy and water), gas station service and customer support services are particularly exposed to these exhausting interactions.

Often, these services are perceived negatively by consumers, who, adding their daily frustrations, end up discounting the attendants. This reality highlights the need for changes in management strategies and training of these professionals.

How to protect your team?

For decades, companies have invested heavily in training to improve customer service, adopting philosophies like “o cliente always has a reason to”. However, when taken to the extreme, these approaches can result in an organizational culture that prioritizes customer satisfaction at the expense of employee well-being.

If not addressed seriously, the psychological and emotional impacts of these interactions can lead to mental and physical health problems in employees. Consumer behavior is constantly evolving, and this requires a redesign of training techniques.

The use of standardized scripts and predefined responses is no longer enough. We are dealing with a society composed of different generations, each with specific needs and expectations regarding care. Therefore, the training of teams should be diversified, considering emotional, psychological and behavioral aspects.

The customer has changed and the service also needs to change

The transformations in consumer behavior are profoundly impacting retail and other service sectors. Believing that a single service model can meet the expectations of such diverse audiences is a mistake.

Because it is an intangible aspect io involving emotions, perceptions and feelings DO, preparing the service teams becomes a challenge. Companies need to constantly update themselves, promoting debates, reviewing training and implementing emotional support programs for their employees.

More than sustaining the idea that “o client is always right”, it is essential to empower agents to deal with different consumer profiles, offering them the support needed to face everyday challenges in a safe and balanced way.