The hidden psychosocial costs of inappropriate customer behaviour — Part 1: When it crosses the line, why it matters and what we can do about it
Inappropriate customer behaviour has become a major psychosocial hazard. Early, preventative action can reduce burnout and protect staff.
Anyone who has ever worked in a customer service role has a story about the moment when someone raised their voice, was rude or exploded over something minor. These moments stay with you. They lodge somewhere in the nervous system. They get carried home. And they are happening more often. What we once brushed off as ‘just part of the job’ has now reached a scale and intensity that’s affecting people’s wellbeing, performan...
Published 26 May, 2026