Some market traders in London’s Covent Garden have set up their stalls for the first day of trading this year. Market traders in Covent Garden this morning Photograph: Joseph Okpako/Getty Images The Institute of Customer Serviceare calling for a new offence for those who threaten, abuse or assault customer service professionals in-person, on the phone or online. “As measures ease, the Government and employers must step up and support these employees, through increased protection via law and additional training.” Our research has shown that more than a third (34%) of customer-facing staff say the number of hostile encounters with customers has increased since the third national lockdown began - and this behaviour cannot, and should not, be tolerated. Many take on increased responsibilities - from enforcing the wearing of face masks to enforcing social distancing - often in the face of frustrated and disgruntled customers. “As non essential retail once again reopens its doors, the increased pressure on our customer-facing workers must not be overlooked. Jo Causon, CEO of the Institute of Customer Service, says employees need to be properly supported: Those staff will be enforcing rules on masks, social distancing, queues and one-way systems. People queue outside a Hermes store in Mayfair in London this morning Photograph: Alberto Pezzali/APīusinesses and the government are being urged to ensure front-line staff are given proper protection as shops and hospitality firms reopen.
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