Workers say hostile customer interactions more common; want better training
Interactions with unruly customers are becoming increasingly common for frontline workers.
A majority (72%) of frontline workers experience or witness customer incivility on a daily or weekly basis, with only 1% noting they’ve never encountered such behavior in the past year, according to a survey of retail, hospitality, and food & beverage from learning management system provider Axonify
A quarter (25%) of frontline workers say they have observed a significant increase in poor customer behavior over the past year, driven by factors including rising prices (81%), understaffing (79%) and “customer-centric policies that have fostered a skewed sense of entitlement” (75%).
Overall, these interactions are taking a toll. Dealing with incivility is causing frontline workers to experience burnout (47%), feel disengaged at work (28%), consider leaving their industry entirely (26%) and is negatively impacting their motivation (20%).
[READ MORE: Retail workers most likely to encounter unruly customers; effects include…]
Additional findings from the survey are below.
•Over half (53%) of those surveyed expressed apprehension about handling escalating situations with customers, and many are finding themselves without adequate information during critical moments (52%).
•More than three-quarters (77%) of workers seek further training on managing violent situations and handling disputes related to price increases (70%). Additionally, nearly half advocate for technology solutions like body cameras to aid in identifying issues early on (41%).
•Current worker training programs focus heavily on company policy rather than practical conflict resolution skills (41%), lack real-world applicability (39%) and occur primarily at onboarding without reinforcement later on (25%).
•Nearly half (44%) of workers desire scenario-based training with real-time practice opportunities and want to shadow experienced employees before handling difficult situations alone.
•One-third (34%) want ongoing training integrated into their shifts, while one-fifth (19%) want a digital library with quick-access guides about handling conflict.
“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. “As these challenges persist, it is crucial for employers to provide their frontline workforce with continuous learning to ensure they remain prepared and safe.”
Axonify’s survey was conducted by Pollfish on 500 frontline workers in February 2025.
