Author: Lucila Osorio, researcher at the Retail Center of the Tecnológico de Monterrey Business School.
The service sector and retail trade are two of the most essential areas of the global economy and, in many countries, they represent the sector that generates the largest number of jobs. However, in recent years, we have witnessed a worrying phenomenon gaining ground: customer aggression towards employees.
This behavior, often driven by frustration or impatience, raises serious concerns and challenges for both workers and companies. However, in recent years, we have witnessed a worrying phenomenon gaining ground: customer aggression towards employees.
This behavior, often driven by frustration or impatience, raises serious concerns and challenges for both workers and companies. Through two illustrative incidents, we will explore this alarming trend and discuss its negative implications, and provide recommendations to address this growing problem.
Violence against employees has seen a worrying increase in recent months, evidenced by unfortunate incidents. In July, at a Subway branch in San Luis Potosí, a customer brutally attacked a young employee after a verbal confrontation. Although the video lacks sound, the succession of blows can be clearly seen.
In August, in a butcher shop in Sonora, a tragic incident occurred in which a customer ended the life of an employee after a conflict arising from a returned merchandise. A video shared on social networks shows the violent attack on the employee who was trying to intervene.
These events have generated public outrage due to the aggressive behavior of the attackers. Unfortunately, these incidents are not isolated cases and reflect a worrying trend. The negative implications of this phenomenon are evident.
Employees who are victims of assault may experience long-term stress, anxiety, and trauma. Additionally, employee turnover may increase as workers seek safer work environments.
Employee morale also suffers, which can result in a decrease in the quality of customer service. Living under constant aggression not only affects the emotional and mental well-being of employees, but can also generate significant financial costs for companies, whether through material damage, loss of loyal customers or the deterioration of the company's reputation.
To address this problem, it is crucial that companies become aware of the seriousness of the situation and apply forceful measures. Let us remember Lord Kelvin's phrase: “What is not defined cannot be measured. What is not measured can not be improved. What is not improved is always degraded.” Therefore, the first step for companies in this sector is to identify and quantify the aggressions that their employees commonly face.
In this sense, it is suggested to use specific scales to measure this phenomenon, such as the one we have developed and validated in our scientific research in the retail trade research group at the Tecnológico de Monterrey. As a second step, specific mitigation strategies must be designed according to the particular context of each company. Some recommendations are:
1. Conflict management training: Providing employees with training on how to deal with difficult situations and angry customers can help de-escalate aggression.
2. Zero Tolerance Policies: Establish strong policies against customer aggression and implement appropriate consequences for those who perpetuate it.
3. Emotional support: Offer emotional support and resources to employees who have experienced aggression, such as access to counseling or support groups.
In summary, the increase in aggression by customers towards employees is an alarming phenomenon that cannot be underestimated. It is essential to recognize that the responsibility falls on both companies and society in general.
Companies, in particular, are responsible for safeguarding the integrity of their employees, so it is crucial to work on the prevention and mitigation of this problem. When employers actively adopt the above recommendations and promote an environment where mutual respect is fundamental within their organizations, they are playing a crucial role in eliminating this unacceptable behavior.
This, in turn, helps ensure that all employees enjoy a work environment that is safe and healthy for their overall well-being.