The sad reality is that these people are everywhere. A recent survey of 500 U.S. workers in retail, hospitality, and food service found that nearly three-quarters (72%) deal with rude or aggressive customers on a daily or weekly basis.
Only 1% said they hadn't faced this at all in the past year.
Workers say bad customer behavior has gotten worse, too: 25% noticed a sharp increase over the past year.
The main reasons, according to them, have been rising prices (81%), too few staff on duty (79%), and company policies that leave customers feeling they can demand whatever they want (75%).
Many workers feel unprepared to handle these situations. More than half admit they worry about how to calm down escalating conflicts (53%) or say they often lack the information they need when things get heated (52%).
While some receive short training sessions when they’re first hired, most don’t get ongoing practice or refresher courses.
On top of that, about a third (34%) report that customers’ constantly shifting expectations are adding to their stress and burnout. More than one in five (22%) fear they simply can’t keep up with what customers want.
Many customer service workers also feel they're not compensated enough for their responsibilities. One Salesforce survey found that:
- 71% have thought about quitting their job in the last six months;
- And 69% are considering leaving customer service altogether.
With resignations being a common occurrence in the industry, 86% of respondents said they need more from their company in order to stay.
According to the survey, the top challenges service workers report are:
- Burnout – 76%
- Pressure to keep customers happy – 66%
- Few opportunities to grow or develop skills – 64%
- Lack of support from management – 60%
- Outdated technology is making work harder – 56%
