Customer aggression causing concern for HR leaders

According to recent research, HR managers and professionals in frontline organisations are growing increasingly worried about the actions of customers towards their workers.

An independent YouGov research survey has found that the wellbeing of frontline workers in fields such as hospitality, retail, health, and aged care is at serious risk due to increased acts of customer aggression.

Eighty-nine per cent of HR leaders across the retail and hospitality sector have reported major concerns about the safety and wellbeing of frontline workers – with 82 per cent agreeing that improved customer behaviour training is essential to protect frontline staff.

In line with that, 78 per cent of HR leaders also fear the emotional toll these customer-based incidents have on employees – while 73 per cent worry an increase in workers’ compensation claims is on the horizon.

“The YouGov research reflects what we hear from clients: businesses want accessible and effective training solutions that prioritise their workers’ health and safety,” said Amy Towers, adviser to the Australian Retailers Association and founder of the Risk Collective.

“Businesses must protect workers from violence, aggression, and incivility, especially in retail and hospitality. Training is key, but traditional methods often fall short, especially for large workforces and onboarding casuals in peak periods.”

As previously reported on HR Leader, assaults on frontline workers have been on the rise throughout the Australian healthcare system especially. Research conducted by Edith Cowan University has revealed a 44 per cent increase in in-hospital assaults in NSW from 2015 to 2018.

Following on from this, the Bureau of Crime Statistics and Research also revealed that approximately 18 physical assaults occur per week in the state’s hospitals and that three homicides occurred in the 12 months leading up to March 2024.

Just last year, the Minns government announced the implementation of a 12-month trial for the use of body-worn cameras by security staff in NSW hospitals to enhance and improve the safety of staff, patients, and visitors.

The NSW government expressed at the time that “the use of body-worn cameras will be done in a way that ensures the management of patient and staff privacy, with scenes only recorded if security officers believe there is a risk of harm to staff, patients or others”.

The flow-on effect of customer aggression on industries can be immense – stressing how crucial de-escalation training can be, while simultaneously highlighting the need for better protective measures that ensure the safety of workers.