Shop workers blame cost of living stress for rising abuse

theguardian.com:

Abuse and violence towards shop workers and service staff is on the rise again, research shows, with a quarter of those reporting hostility blaming the cost of living crisis putting increased stress on customers.

Figures from the trade body the Institute of Customer Service (ICS) revealed 44% of frontline retail staff have experienced hostility from customers in the past six months – up by a quarter from the figure of 35% in February.

It comes as new powers come into force on Tuesday, which will allow for large penalties to be handed to customers who attack and abuse shop workers. The Police, Crime, Sentencing and Courts Act 2022 was given royal assent in April.

The policy change came after a host of retailers reported a surge in attacks on workers during the pandemic.

Tensions are continuing to rise and this is thought to be linked with declining consumer sentiment amid the cost of living crisis, according to the ICS.

Jo Causon, the institute’s chief executive officer, said: “Today’s change in the law is a reason for celebration for all those who campaigned for service with respect for our nation’s hard-working, frontline service professionals.

“These new stricter sentencing guidelines will provide vital protection for workers against a backdrop of heightened customer stress and frustration relating to rising prices, and falling levels of service due to widespread skills shortages.

“I worry that UK businesses are becoming trapped in a catch-22 situation, with tensions boiling over into abuse that triggers staff absences leading to further frustration.

“We must break this cycle, by acting together as a society to offer our support to hard-pressed, frontline workers.”

The ICS research, from a poll of more than 1,300