Regular readers may already be aware of the Institute of Customer Service’s (ICS) ongoing Service with Respet campaign, which looks to raise awareness of the need to tackle unacceptable violence, abuse and threats faced by some customer-facing workers across the UK.
Recent national news stories have once again thrust this issue into the spotlight, the ICS said. Speaking in a release, Jo Causon, CEO (below left), said: “Recent events (like the ones in Clapham and those affecting M&S stores) rightly shock the public and focus the attention of the media, but they represent only a fraction of what many frontline workers can face day in, day out. This demands an urgent and robust response.
“The Government has acknowledged that more needs to be done to address the abuse of retail workers, and that is welcome. However, the proposed reforms in the Crime & Policing Bill could risk creating a two-tier system in which workers side by side on the same high street receive different levels of legal protection depending on whether they happen to be standing in a retail premise or not.”
Last month, Baroness Stowell of Beeston brought an amendment to the House of Lords that would have extended protections to all public-facing workers. It was defeated by just three votes, with 129 peers voting in favour and 132 voting against.
Causon added: “I know many of you share my desire to ensure all public-facing staff can go to work without fear, and we will not stop fighting on your behalf and for your colleagues.
”We’re determined to strengthen reporting mechanisms and secure meaningful protections for all public-facing workers.”
To do that, the ICS said it needs your support. “We want to hear the views of our members and the experiences of your people, so please do share your stories with us.”
The ICS believes that the third pillar underpinning its mission to build a service nation is all about driving service for a fairer society. “We know that creating a service-led culture enables us to support customers, colleagues and supply chains across all their varying and often complex needs.
”As the world’s second-largest exporter of services, this will help us achieve the growth we need as a nation,” Causon said.
“Collectively, the service movement can drive real and effective change for the UK - and we all have a role in making this a reality.”
Retailers, hospitality workers and snyone affected can read more details on the ICS website here.
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