The hidden psychosocial costs of inappropriate customer behaviour — Part 2: How one organisation tackled it
With clear controls and consistent early intervention, organisations can reduce harm and embed safer, more supportive customer-facing environments.
Part 1 of this 2-part article — based on the presentation that Heizy Serrels, Executive General Manager, Learning and Wellbeing Culture at The Centre for Corporate Health, gave at the 2025 PIEF National Conference — explored why inappropriate customer behaviour is rising, why it’s harmful, and why early intervention matters. Part 2 is about what these ideas look like in practice. Across Australia, many organisations are wrestli...
Published 09 June, 2026