Join us for this month's CCA Coffee Club as we explore the growing challenge of abusive customer behaviour and how organisations are responding to protect and support frontline colleagues.
The session will explore the scale, impact and drivers of abusive customer behaviour, including insight from frontline colleagues, managers and customers, and some of the actions being taken in response across people, process, policy and technology.
Together, members will share their experiences, discuss whether they are seeing similar trends, how they are approaching the challenge, what's working well and where there may be opportunities to learn from each other.
Discussion topics will include:
- What trends are organisations seeing in abusive or challenging customer behaviour, and what is driving them?
- What impact is this having on frontline colleagues and managers?
- How are organisations responding across people, process, policy and technology?
- What approaches are working well in protecting and supporting colleagues?
- What challenges remain, and what can organisations learn from each other's experiences?
- Where are there opportunities for shared learning and future collaboration to strengthen the support available to colleagues?
Grab a coffee, bring your experiences (and questions!), and join us for an open and practical discussion.
We look forward to seeing you then!