Service With Respect Day
- 04 October 2022
The Institute of Customer Service is today celebrating Service with Respect Day in response to a change in legislation that protects all customer-facing workers from hostility and abuse. How sad that we needed a change in legislation to provide protection for customer-facing staff from angry and dissatisfied customers. It feels as though we have fixed a by-product not the problem itself.
Our work at RBL always starts with understanding the customers – who are they and what do they want from a business or service? If they are getting upset and angry, we need to understand why and then work to fix the problems to prevent them from happening before we get to the stage of customers becoming hostile and abusive towards staff.