With abuse directed at call centre staff reaching alarmingly high levels, it’s clear to see that customer abuse has become an issue that needs tackling. It’s essential to minimise risks and support employees facing such behaviour, as it can significantly impact their well-being and mental health. With most customer service interactions now happening online or over the phone, what steps can employers take to address this issue? In this article, we’ll go over what employers can do to stop worker abuse. 

1. Foster a safe work environment   

Creating a safe working environment, whether physical or online, is paramount. Employers must ensure that their workplaces are designed to make employees feel secure. By fostering positive customer-employee relationships and promoting empathy, employers can create a more respectful and supportive environment. A good example of this is making it clear to customers on hold or in a queue that employee abuse or disrespect won’t be tolerated.

2. Have a procedure in place

A well-defined and accessible structure for responding to violence and aggression is crucial. Employers should develop clear procedures for handling incidents of abuse, ensuring that employees know exactly what steps to take when faced with violent situations. This includes immediate actions, reporting mechanisms, and follow-up protocols. 

3. Train employees

Polices are no use if staff don’t implement them. Employers should offer comprehensive training on the established policies and procedures for dealing with customer aggression in the workplace and guide employees on how to access support services after an incident, like an Employee Assistance Program (EAP). Continuous education and skill development can prepare employees to handle challenging situations more effectively, reducing the impact of abuse on their mental and emotional health.

4. Have a written policy

Policies should be laid out explicitly in writing for clarity and to ensure everyone is on the same page.  The policy should set out expectations and outline which types of behaviour are unacceptable from customers/clients, as well as employees, the process to follow when a customer is aggressive, and where staff can get immediate and follow up support. This transparency can foster a culture of respect and accountability, making it easier to enforce and uphold the guidelines.

What are the benefits of  protecting staff from abusive customer behaviour? 

Establishing a robust framework for preventing and addressing customer abuse brings many advantages. When employees feel protected and valued, their well-being and self-assurance increase, which boosts productivity and job satisfaction. Plus, creating a supportive workplace that prioritises safety and mental health can lead to lower turnover rates and higher morale, and decrease your risk of a claim being brought forward. By taking these measures, employers not only fulfill their legal obligations but also foster a safer, more positive workplace that benefits everyone involved. 

enableHR can help  

With enableHR you can build your own policies using hundreds of templates, plus access best-practice guides, workflows and checklists. This easy intuitive software helps you ditch the paperwork and embrace automation and anytime access whether you’re at work, at home, or places in between so you can make your HR controlled, consistent and compliant – this means efficiency in things like sending your staff a customer abuse policy or updating on workplace expectations, or even revising contracts to specify agreed internet use. 

To set up great contracts, policies, and customise many parts of your HR – with outstanding employee self-service – talk to enableHR today.