Sonder report: Customer aggression
Australian and New Zealand workers are facing rising aggression and a lack of support.
Three quarters of employees in customer-facing roles experience customer aggression, and a quarter face it every week or more. That’s according to a survey of 2,007 Australian and New Zealand employees, commissioned by Sonder.
The survey also found that 29% of those workers didn’t receive any support from their employer, and that people in customer-facing roles are more likely to take unplanned days off, indicating the toll this takes on the individual, and the ripple effect on businesses.
This new report delves into the stats, with expert commentary on strategies to reduce the risk and impact of customer aggression and threatening behaviour. It covers:
- New statistics show frontline workers are facing rising aggression, often alone
- The link between these incidents and absenteeism, turnover and psychosocial risk
- How businesses can provide much-needed support
- How forward-thinking businesses are taking preventative measures to reduce risk.
Supplied by REBA Associate Member, Sonder
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