Customer Aggression Is Peaking This Christmas—Is Your Team Ready?
With Christmas approaching, customer aggression is at an all-time high. For many employees in customer-facing roles, this means stress, burnout, and emotional exhaustion. In fact, 70% of employees report experiencing aggression at work, and over 40% of frontline workers say it affects their mental health.
Now more than ever, businesses must adopt a trauma-informed approach to protect employees. Here's why:
1. Trauma-Informed Training Reduces Stress
Employees trained in trauma-informed practices know how to handle aggressive customers with empathy and resilience, reducing emotional burnout. It’s not just about dealing with a difficult customer—it’s about ensuring the employee feels supported and equipped to handle the situation.
2. Better Customer Interactions
When employees feel safe and supported, they perform better under pressure. Trauma-informed training improves not only employee wellbeing but also customer satisfaction, even in stressful situations.
3. Preventing Burnout and Turnover
Aggression can lead to 30% higher workplace stress. Providing employees with mental health support and tools to manage customer aggression helps reduce burnout, improve employee retention, and create a healthier work environment.
What You Can Do Now
With the holiday season upon us, it’s critical to act quickly. Invest in trauma-informed training, create a supportive environment, and ensure employees know how to protect their mental health during peak periods.
Plan for this training in 2026 to address the high attrition in customer-facing roles and create a sustainable, supportive work culture that helps both employees and businesses thrive.
Let’s prioritise employee wellbeing this Christmas. It’s the best way to ensure happy, resilient employees—and customers.
Get in touch today to discuss how we can help you implement effective training that will make a lasting difference in your team’s wellbeing and your business’s success—this holiday season and beyond.
