Recent findings reveal that five out of six retail employees in Denmark have encountered offensive or derogatory remarks from customers in the past year, highlighting a troubling trend in customer behavior despite ongoing campaigns for respectful interaction.
Survey Highlights Disturbing Trends in Customer Behavior
A recent survey conducted by HK Handel, Denmark’s largest union for retail, office, and warehouse employees, has shed light on a distressing trend among customers. According to the findings, 83 percent of union members working in retail—equating to five out of six employees—reported experiencing ugly or belittling language from customers within the last year. This statistic represents a noticeable uptick from a similar survey in 2022, where 80 percent reported encountering such behavior.
The study highlights that among all HK Handel members who interact with customers, 78 percent have faced negative comments, a stark increase from 71 percent recorded three years prior. These figures have drawn significant concern from HK Handel’s chairwoman, Mette Høgh, who finds the increase “completely unacceptable” and “very worrying.” She stated that iIt’s evident that as customers, we fail to communicate respectfully, and that’s quite disheartening.
Campaigns for Respectful Interaction Fall Short
Høgh’s remarks come in the wake of campaigns aimed at encouraging better communication between customers and retail employees. These initiatives, launched in collaboration with major retail chains, included the display of posters in stores promoting good manners. However, with the troubling new statistics, Høgh must acknowledge that these efforts have not only been ineffective but have also coincided with a worsening trend in customer behavior.
The offensive comments typically revolve around age, appearance, out-of-stock items, and long queues, as highlighted by HK Handel’s findings. The prevalence of negative interactions suggests a culture of disrespect that is becoming more normalized in retail environments.
Høgh asserts that the incidents of disrespectful communication often arise when customers feel inconvenienced—especially when they don’t get what they want. As a response to the results from the 2022 survey, HK Handel initiated campaigns to encourage better manners, yet the persistence of negative behavior indicates a significant challenge ahead.
Presently, Høgh does not possess a clear solution to combat this negative trend. “If I had a solution, I would implement it immediately,” she stated. Nevertheless, she believes employers must step up to foster a positive psychological work environment. Potential solutions could involve better training for store managers in handling customer interactions that affect the staff’s mental well-being.
“It could be beneficial if managers received additional training focused on the psychological work environment,” Høgh suggested. “It’s a tremendous strain for so many in our industry to endure such treatment. We’re willing to collaborate to find solutions; this situation cannot continue.”
Concerns for Young Workers
The situation is particularly alarming for younger workers, especially those now permitted to work as cashiers starting at the age of 13. Mette Lykke Nielsen, a lecturer at the Center for Youth Research at Aalborg University, noted that young retail employees are especially vulnerable to disruptive behavior due to their customer-facing roles.
Nielsen has extensively researched young people’s entry into the workforce and raised red flags regarding the potential consequences of the new policy that allows very young people behind cash registers. “We know that very young employees are at risk for encountering boundary-crossing experiences,” she remarked. “When you are young, each initial experience can feel particularly intense. You may not have the capacity or experience to effectively manage these encounters.”
Furthermore, Nielsen stressed the necessity of support systems for young workers. “If they do not receive guidance or assistance in handling experiences perceived as offensive or degrading, it could lead to various forms of psychological stress in the long term,” she cautioned.
This survey was conducted in March and is based on interviews with 2,928 members of HK Handel. The insights gathered highlight the urgent need for both the retail industry and society at large to address the growing culture of disrespect faced by retail employees. Together, stakeholders must work to create an environment that promotes civility and respect for all.
