Hostile Encounters: Front-Line Workers Under Fire

More and more shoppers are taking out their frustrations on retail employees, a new survey from Axonify has found. The questionnaire, which drew responses from 500 front-line workers in retail, hospitality, and food & beverage, found nearly three-quarters (72%) experience or witness customer incivility on a daily or weekly basis, with just 1% noting they’ve never encountered such behavior in the past year.

“Frontline workers in retail, hospitality and food service juggle an ever-growing list of responsibilities, which becomes increasingly difficult amid economic and labor market challenges,” said Carol Leaman, Co-Founder and CEO of Axonify, which provides clients with employee on-boarding and training. “As these challenges persist, it is crucial for employers to provide their frontline workforce with continuous learning to ensure they remain prepared and safe.”

A significant concern among frontline workers is their perceived lack of skills in managing customer conflicts effectively. Over half express apprehension about handling escalating situations (53%) or finding themselves without adequate information during critical moments (52%). These training gaps underscore the urgent need for enhanced support, Axonify says.

Despite initial de-escalation training during onboarding for over a quarter of employees, many struggle to recall specifics when needed most, highlighting the necessity for continuous on-the-job learning. The majority seek further training on managing violent situations (77%) and handling disputes related to price increases (70%). Additionally, nearly half advocate for technology solutions like body cameras to help identify issues early on (41%). (Editor’s note: this survey only looked at the rudeness experienced by workers; it did not include questions to customers about their encounters with uncivil employees.)

Click here for more from the Axonify survey.