Create a safe, supportive environment for all employees. Customer-facing employees deserve respect from customers and the support of their managers.
Claire is an organizer and designer based in Chicago. In the past year and a half she's worked on a mayoral, congressional and presidential race where she helped unionize a top-tier presidential campaign. She believes collective action leads to more informed citizens and a healthier society.
Employees at [Company] have been subjected to aggressive behavior and abuse from various customers, in large part due to new COVID-19 practices. We're seeing across our society that service employees are often the ones who bear the brunt of enforcing mask wearing and social distancing on behalf of the corporations that institute these policies. Unfortunately, this sometimes escalates to very serious and unsafe interactions with customers. Many employees have, at times, avoided asking a customer to abide by store policies out of fear of confrontation, abuse, or even violence. No [Company] employee should have to fear for their safety at work. And, no [Company] employee should have to risk their health because of the actions of customers. As service workers, we understand that we must tolerate occasional difficult customers, but we are experiencing frequent and escalating incidents with customers. We deserve to be treated with respect as well, and we believe management should enthusiastically support us in establishing a customer code of conduct at [Company] .
The obligation to manage employees and maintain a proper workplace falls on management. When the work environment is hostile because of customer interactions, employees need the support and guidance of [Company] . Our current remedy for negative customer interactions is vague at best and often varies between managers. We also have no company process for banning problematic customers. For these reasons, we are asking that [Company] develop and enforce a customer code of conduct to mitigate negative interactions.
-Establish a group of managers and employees to develop a policy that outlines inappropriate behavior and consequences of that behavior.