According to Kaija Ojanperä, a leading expert from the Finnish Institute of Occupational Health, instances of severe and disrespectful behavior towards employees are common in the service sectors, particularly in restaurants, retail, and healthcare. Yle recently reported on threats and inappropriate behavior faced by customer service representatives at the Finnish Pension Insurance Company, highlighting the challenges these workers encounter in their daily roles. A recent survey indicated that about 70% of service workers have experienced harassment from customers, emphasizing a significant issue in the customer service landscape.

Ojanperä noted that the behaviors often include threats and rude language, with phone threats being particularly prevalent as they can be easier for aggressors than face-to-face encounters. The problem of threatening behavior also extends significantly to the healthcare sector, where social and health care workers face high levels of risk due to potential violence. This ongoing situation not only impacts the mental and physical well-being of employees but also raises concerns about the work environment in these critical service sectors.

Employers are legally required to intervene in situations where employees face threats, underscoring the importance of creating a safe working environment. It is essential for employees to report any threatening or distressing situations to their employers. The article calls for increased awareness and action from employers and society to safeguard customer service workers from unacceptable behavior, thus creating a more respectful interaction between customers and service workers.