Over the last few years people seem to have got angrier and more aggressive. Historically, people were more likely to give it to staff with both barrels over the phone as you were a faceless person telling someone that they cannot have what they want, when they want. When we have no choice in supplier – councils and water companies for example, this tends to heighten people’s aggression as they feel trapped and frustrated.
Now face to face abuse, violence and aggression is on the increase across several sectors. From GP surgeries to hairdressers, the parents of children at schools and even towards children’s sports referees who recently staged a strike because of the violent reactions they were experiencing from parents.
Research from the Institute of Customer Service reports that 45% of service staff experienced hostility from the public in the 2nd half of 2022, a rise of 10%. Criminal violence in GP surgeries has doubled in five-years and more generally, those interacting with the public have seen a 6% rise in abuse and 27% increase in assault.
Why?
- Prior to the pandemic people felt isolated and a reliance on technology led to less social interaction
- The lockdowns heightened this feeling of isolation
- The media – bad news sells!
- Expectations are greater – if I can get a home delivery when I want, why can’t I see my hairdresser, GP, or dentist exactly when I want?
- We moved straight from a global pandemic to petrol shortages/recession/cost of living crisis and war
Change triggers loneliness, mental health issues and stress all of which increases anger, and frustration – cast your minds back to when supermarkets had one-way systems which they would change overnight, in pubs – when you could/could not stand up, had to eat a meal /didn’t have to have a meal /what constituted a meal?
There is no excuse for aggression but anything that increases stress increases anger and frustration.
When the good times roll, it is easy to be nice
How can we defuse this……
It is worth considering what the other person may be experiencing – this can be split into four distinct areas to help your staff.
Frenzy – this maybe mental health issues or drug / alcohol dependency and, generally, once the person has let off steam, they will not remember the event
Fear – when people are frightened, it can often manifest itself as aggression
Criminal – this is where the person knows they are in the wrong but try to justify their own mistake by being rude to someone else
Tantrum – where it has nothing to do with you, but you are the straw that broke the camel’s back during a bad day/week/month
To lessen the chances of challenging customers
- Ensure there is transparency in what you do – make it easy, no hidden clauses in terms and conditions
- Provide a consistently good service so when things do go wrong, the customer is more likely to forgive
- Explain and communicate changes – adults are more likely to accept when they know why changes are taking place
Remember LARA
Listen – actively and empathically!
Acknowledge – do not deny the person feels there is a problem, appreciate what they are saying
Respond – using ‘magic’ rather than ‘tragic’ language by focusing on what we can do rather than what we cannot and taking out negative phrases
Action – do what you said you would, and if you can’t, let the person know
To support your staff in diffusing challenging customers, contact us to arrange a workshop designed to meet your specific business needs.