It is good to be back after some time away over the summer. There is something energising about a late summer break and having the opportunity to reflect on the year as we approach the final quarter of the calendar year.
Globally, it has been a year defined by economic and political uncertainty. A lot has happened, and more is still to come – I’m sure everyone reading this is watching the US polls as closely as I am!
Amidst all the change and uncertainty, new opportunities emerge and there are very real reasons to be optimistic. However, there are also several tensions which are more concerning and need our attention
One way that this continues to manifest, sadly, is in the stubbornly high levels of abuse of customer-facing workers, which we have consistently highlighted through our Service with Respect campaign since 2020. With three months of the year left – and coming into the stressful holiday season – I’m urging all of us, on a government, business, and individual level, to take urgent action to reverse the course.
The abuse of service workers: a rising issue with a lasting impact
Yesterday, I appeared on BBC Breakfast to discuss this persistent problem. Our latest research reveals the widespread impact of abuse on workers, businesses, and the economy. The disturbing footage aired during the programme underscores the severity of the situation.
I want to say a huge thank you to the organisations who worked with us on the piece – providing case studies, bodycam footage and ongoing support for our campaign.
Our research shows that 35% of service workers who have faced hostility or abuse think customer aggression has increased in the past six months, while just 10% think the opposite.
This rise in aggression and abuse is, unsurprisingly, taking a significant toll on staff – 29% of service workers feel their job has become more challenging in the last six months. Even more telling, almost four in ten workers who face abuse consider quitting as a result.
The toll on workers, both physical and mental, is indefensible. The effects also extend beyond individuals, threatening businesses by damaging performance morale, motivation, and productivity. At a time when enhancing workforce productivity is crucial, reducing abuse will help curb absenteeism, resignations, and declining service standards — all of which hinder economic growth.
What needs to change
Through our Service with Respect campaign, launched in 2020, we’ve made progress – including securing legal changes to make abuse of public-facing workers an aggravated offence. However, the rise in incidents shows there is still much more to be done.
We welcome the Labour government’s decision to reintroduce legislation proposed by the Conservatives to make abuse of retail workers a standalone offence. Yet, this issue affects workers across all sectors: Public Sector, Retail, Business & Professional Services, Telecoms, and Financial Services account for 66% of those experiencing abuse.
While on BBC’s red sofa, I discussed the stats and crucial human impact of this abuse – and in a complementary piece on BBC Radio 5 Live, I outlined our key asks in further detail.
As part of our Manifesto for Building a Service Nation, we are calling on the government to go further by introducing legislation that protects all public-facing workers across every industry. This includes making the assault of these workers a standalone offence and creating clear guidance for recording crimes against front-line staff.
Businesses must also take responsibility by engaging with their staff, implementing zero-tolerance policies, creating accessible reporting systems, and providing training to handle abusive incidents.
By taking these steps, both government and businesses can better protect front-line workers, improve UK-wide service standards, and contribute to the nation’s long-term growth goals.
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