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The Rising Tide of Abuse: Retail Workers Face Weekly Struggles on the Frontlines

Published At: Wed 15 Nov 2023

In the non-stop world of retail, where employees strive to provide quality service to customers, an alarming trend has emerged—one that goes beyond the challenges of stocking shelves and handling transactions. Recent findings from a BBC article shed light on the distressing reality faced by retail workers, who endure abusive behaviour from customers on a weekly basis. Research from Retail Trust indicates that two in five retail workers regularly face abuse, ranging from verbal threats to physical assault. This issue has prompted major retailers, including Sainsbury's, Boots, M&S, and Aldi, to advocate for increased police protection for their staff.


The Human Toll of Retail Abuse:

The BBC article shares the story of Jo Crumplin, a team leader at a convenience store in Northumberland. Her harrowing experiences include enduring threatening and abusive behaviour from customers. The severity of the situation is underscored by shocking statements such as, "I hope you get cancer and die." Ms. Crumplin, with 11 years of retail experience, emphasises that retail workers go to their jobs to serve customers and contribute to the smooth functioning of the store, not to be subjected to abuse.


“We are seeing a torrent of abuse aimed at hardworking shop staff. It’s simply unacceptable – no one should have to go to work fearing for their safety.”

Helen Dickinson

Chief Executive of the British Retail Consortium


Root Causes: Shoplifting and the Cost-of-Living Crisis:

One prominent factor contributing to the rise in abuse is the surge in shoplifting incidents. Retail workers often find themselves in confrontations when challenging shoplifters, as highlighted in the Retail Trust's report. The cost-of-living crisis further exacerbates the situation, with UK retailers grappling with a significant increase in shoplifting incidents. The resulting frustration among customers, coupled with changes introduced during the COVID-19 lockdowns, has created a perfect storm that retail workers find themselves navigating on a daily basis.


Impact on Retail Workers' Well-being:

The Retail Trust's research, based on responses from over 1,600 shop workers across various companies, reveals that nearly half of them feel unsafe at work. Shockingly, a quarter of the workers surveyed did not report incidents of abuse, citing a poor response from the police in the past. This reluctance to report incidents reflects a broader issue of underreporting, so the numbers don’t necessarily reflect the true severity of the situation. As a result, this could be leaving many retail workers without the support and protection they need.


Corporate Responses and Calls for Government Action:

Major retailers, including Tesco and Aldi, have taken proactive measures such as implementing body-worn cameras in an attempt to curb violent behaviour. However, some retail leaders argue that the police need to address the issue more seriously. In an open letter organised by the Institute of Customer Service, over 50 businesses, including John Lewis and the Post Office, along with several MPs, have urged the government to ensure that assaults on shop workers are better recorded and categorised separately in police statistics.


How Can SecuriCare Help?

SecuriCare, as a provider of security solutions and training, can play a vital role in addressing the challenges faced by retail workers dealing with customer abuse. Here are several ways in which SecuriCare can help:

  1. Training Programmes:

  • Conflict Resolution Training: SecuriCare can design and implement training programmes that equip retail workers with the skills needed to defuse and manage conflicts effectively. This includes techniques for communication, de-escalation and maintaining personal safety.

  • Customer Service Training: By enhancing the customer service skills of retail workers, SecuriCare can contribute to creating a more positive and respectful shopping environment, reducing the likelihood of confrontations.

  • Security Awareness Training: Providing retail staff with training on security awareness, including recognising potential threats and understanding the proper procedures for reporting incidents, can empower them to handle challenging situations more confidently.

  1. Consultation on Security Measures:

  • Risk Assessment: SecuriCare can conduct comprehensive risk assessments in retail environments to identify potential hotspots for abuse and violence. This information can guide the implementation of targeted security measures.

  • Security Planning: Based on the risk assessment, SecuriCare can assist retailers in developing and implementing security plans tailored to their specific needs. This may include the strategic placement of security personnel, the installation of surveillance systems, and the deployment of technology like body-worn cameras.

  1. Collaboration with Law Enforcement:

  • Advocacy for Retailer Interests: SecuriCare can act as an advocate for retailers by liaising with law enforcement agencies and local authorities to ensure that the unique challenges faced by the retail industry are understood and addressed effectively.

  1. Ongoing Support and Evaluation:

  • Continuous Improvement: SecuriCare can work collaboratively with retailers to continuously evaluate and improve security measures. This may involve adapting strategies based on incident reports, feedback from staff and changes in the retail environment.


By combining training, consultation and ongoing support, SecuriCare can contribute significantly to creating a safer and more secure environment for retail workers, ultimately mitigating the impact of customer abuse.



The abuse faced by retail workers is a pressing issue that demands immediate attention and action. As the retail landscape grapples with the aftermath of the COVID-19 pandemic and the cost-of-living crisis, it is crucial for the government, law enforcement, and the retail industry to work collaboratively to protect those who work tirelessly to serve the public. Retail workers deserve a safe and respectful work environment, and it is imperative that society recognises and addresses the challenges they face on a daily basis.


For more information on our training programmes, get in touch with us at SecuriCare to keep retail workers safe from abuse with the right training.

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