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Barber shop proves it's a cut above the rest picking up coveted British retailers award

2 Sep 2025

A barber's shop in Northern Ireland has proved that it's a cut above the rest by picking up the inaugural Love Your High Street Award 2025, following a public vote that attracted over 2,230... Read more…

Independent retailers face Fresh challenges as UK inflation climbs to 3.8%

20 Aug 2025

ACT parent company Bira has expressed serious concern following today's announcement that UK inflation rose to 3.8% in July, higher than the expected 3.7% and marking the tenth consecutive month... Read more…

Bike industry continues to face challenges as profits and forecasts falter at Giant, Canyon and Shim

14 Aug 2025

The global bike industry remains under pressure as Shimano, Giant and Canyon all report weaker profits and subdued outlooks for 2025.
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ACT to join industry leaders at brand new cycling trade event this September

13 Aug 2025

The ACT is set to be in attendance at the inaugural Cycling Industry News Live (CIN Live) trade show, which is set to bring together industry-wide education, market insight and product showcases... Read more…

Independent retail crisis deepens as nearly half see sales plummet compared to last year

12 Aug 2025

Britain's high street crisis has deepened dramatically with nearly half of independent retailers, including many in the independent cycling retail sector, reporting sales have crashed compared... Read more…

Independent retailers slam £5.9bn "de minimis" import loophole as Government delays action

11 Aug 2025

ACT parent company Bira has condemned the Government's inaction over the "de minimis" import loophole following a Sky News investigation revealing £5.9 billion worth of cheap imports... Read more…

Criminals undermining legitimate retailers as trading standards collapse

7 Aug 2025

Bira has warned that criminals are undermining legitimate retailers as trading standards services collapse, following a new Which? investigation.
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ACT welcomes Government's new product safety laws

23 Jul 2025

A leading cycle traders association has backed the government's move to protect consumers from dangerous products sold through online marketplaces, following Royal Assent of the Product... Read more…

Small Business Strategy Inquiry 2025 - ACT and Bira call for members to share their voice

20 Jun 2025

The House of Commons Business and Trade Committee has asked the ACT, and its parent company Bira, to help them reach out to small business retailers across the country, for their quick input on... Read more…

Beyond the discount: Restoring integrity to the cycle supply chain

18 Jun 2025

The Association of Cycle Traders believes the time has come for greater accountability throughout our supply chain, writes ACT Director Jonathan Harrison in an article published for BikeBiz.
Read more…

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Nearly half of customer service staff consider quitting over growing customer abuse

Posted on in Business News

More than two-fifths (44%) of customer service staff are considering leaving their roles due to increasing levels of cost-of-living fuelled abuse from customers.

Not this bread

According to new research from retail analysts at the Institute of Customer Service (ICS), a poll of 1,488 customer-facing staff found that levels of abuse remain high, with nearly half (42%) saying they experienced hostility in the past six months.

Two-thirds (66%) cite the ongoing cost-of-living crisis as a trigger for customer frustrations, and a quarter (25%) expect their role to become more challenging over the next six months.

Reports range from verbal hostility, with 75% experiencing shouting and 60% swearing)l, and more than a quarter of retail staff experienced physical violence.

Back in March, The British Retail Consortium (BRC) warned of “appalling levels” of violence and abuse against retail workers since the Covid-19 pandemic.

Despite the high incidence of hostility, almost half (47%)of those who faced it did not report the incident.

The most common reasons cited were the belief that it would not make a difference and that it happens too regularly to be worth reporting.

Promisingly, nearly a third of those surveyed were aware of the change in law – which came into effect late last year – that makes it an aggravated offence to assault any retail staff member.

However, almost a quarter (23%) still do not feel safe and protected against instances of customer abuse and hostility.

“It’s clear that customer anxiety and frustrations brought on by the cost-of-living crisis are triggering behaviours that echo the hostility suffered by frontline staff during the pandemic,” CEO of the Institute of Customer Service Jo Causon commented.

“We cannot allow such abuse of workers vital to our society to become endemic. I urge organisations to ensure they take this issue seriously and report incidents to the police, and I encourage Government to continue to focus on this issue following the change in the law to sentencing guidance last year.”

Causon said such abuse was making it difficult attract and retain talent.

She added: “I urge employers to join us in adopting a zero-tolerance approach to hostility, and ensuring adequate training and support is available to staff to deal with instances of hostility as and when they arise.”

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