(VTR0022)
Written evidence submitted by the Institute of Customer Service (VTR0022)
Government needs to focus police and courts on tackling this issue with action including through the establishment of a new standalone offence.
| The committee is particularly interested in whether a new aggravated offence is required. We believe it is but that it needs to be expanded beyond retail. Our research has clearly shown that instances of hostility span multiple sectors, and the plight of those outside of retail risks being overlooked. The introduction of a simple stand-alone offence of assaulting a customer-facing worker is required to really send a message to workers, police, courts and offenders that this will not be tolerated. |
Employers have to play their part through a zero-tolerance approach to abuse and ensuring staff have the skills to match their new responsibilities.
| There is a responsibility on CEOs and senior leaders to both protect their staff while they are at work and ensuring that customer-facing staff are given the support and continuous training they needed to be able to cope with new pressures and responsibilities. However, data gathered by the Institute in September 2020 showed that 63.7% of workers say they have not had additional training from their employer since the start of the pandemic.
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Customers need to adjust their expectations and behaviour.
| Frustrations are high and Covid-19 has had a huge impact on our lives. It is incumbent on all customers to reflect on the fact that those they interact with are in the same situation and to show patience and tolerance. |
January 2021