CUSTOMER ABUSE - A NO GO!

Drive by Friday

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Drive by Friday –

Let’s Stop This

In the world of Novated Leasing, Salary Packaging, and Fleet Management, customer service teams are on the front line every single day. They’re juggling tight deadlines, complex processes, and high-value transactions - all while keeping customers informed and happy.

But there’s a growing issue that can’t be ignored: CUSTOMER ABUSE

Whether it’s aggressive language, shouting, or constant hostility, too many frontline/customer engaging staff are experiencing unacceptable behaviour. It’s not part of the job - and it’s never okay.

The Reality

Working in customer service requires patience, professionalism, and a thick skin. But even the most experienced team member can feel the impact of repeated verbal attacks.

The result?

·         Burnout and stress

·         Reduced productivity

·         Higher turnover rates

·         A workplace culture where people feel unsafe

Managing the Madness

While we can’t always control how a customer behaves, we can control how we respond and protect our teams.

Here’s how:

• Clear Policies: Make it known that abusive behaviour will not be tolerated. Display this in call scripts, email footers, and service agreements.

• Empower Staff: Train staff to recognise when a situation crosses the line and to end calls or escalate when needed.

• Support Systems: Regular debriefing, counselling options, and management check-ins help staff feel heard and supported.

• Leadership Backing: Management must always back their teams. No exceptions.

Most organisations will have these in place, but it never hurts to review them and ensure that these protection mechanisms are effective.

A Shared Responsibility

Customers may be frustrated by delays, red tape, or costs, but abuse doesn’t solve problems - it only makes them worse. As an industry, we need to draw a clear line:

service is part of the job, but abuse is not.

Let’s work together to create an environment where respect is the standard.

Because at the end of the day, we’re all people just trying to get the job done.

And to you, our customers - we ask for your patience, kindness, and understanding. Please remember, our teams are here to help you. Being respectful and customer-centric goes both ways. We’re working hard behind the scenes to deliver the best outcomes, and a little courtesy makes a big difference.

“Service is part of the job. Abuse is not.”

 “Support your team. Set the boundary. Stop the abuse.”

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lorraine@simpli-u.com.au

Lorraine Singer
Director & Consultant, Simpli-U | Recruitment Solutions for the Novated Leasing, Salary Packaging & Automotive sectors | Australia-wide | Solutions all about ‘U’ (Clients & Candidates)