Customer harassment is a serious issue that can have a negative impact on employee morale and productivity. It is important to create a workplace culture where employees feel safe and supported and where customer harassment is not tolerated.

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What is customer harassment?

Customer harassment is an unacceptable behaviour that involves any conduct from a customer that intimidates, threatens, or abuses a service provider. This can take various forms, such as using abusive language, physically intimidating the employee, behaving in a sexually inappropriate manner, or engaging in discriminatory behaviour based on race, gender, or other personal characteristics. Such behaviour can devastate one's emotional and mental well-being.

Why does customer harassment happen?

There are many reasons why customers may harass employees. Some customers may have a bad day and take it out on the employee. Others may be deliberately trying to harass or intimidate the employee. In addition to the reasons mentioned before, customers may also harass employees due to long wait times, dissatisfaction with the product or service, or simply because they feel entitled to treat employees poorly. 

How to protect yourself from customer harassment

Here are some tips on how to protect yourself from customer harassment:

• Stay calm and professional: This can be difficult when someone is rude or abusive, but stay calm and avoid getting angry. If you get angry, the customer will likely escalate the situation.
• Set boundaries: Let the customer know that their behaviour is unacceptable. You can say, "I'm happy to help you, but I won't tolerate harsh language."
• Disengage from the conversation: If the customer continues to be abusive, disengage. Walk away or end the phone call. If you are in a physical store, you can ask a manager for help.
• Report the incident to your manager: Report any incidents of customer harassment to your manager. This will help to document the behaviour and may lead to disciplinary action against the customer.

Additional tips

• Be mindful of your body language. Avoid making eye contact or crossing your arms, as this can be seen as aggressive.
• If you are harassed online, block the customer or report them to the social media platform.
• If you feel unsafe, remove yourself from the situation and seek help from a manager or security guard.

Read more: How to Deal With Angry Customers

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It is also important to remember that you are not alone. Many employees experience customer harassment at some point in their careers. If you are being harassed, talk to your manager or another trusted colleague. They can provide support and guidance.

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