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Here’s the real reason customer abuse is rising

Readers would have seen footage and read articles about increasing abuse and aggression directed toward frontline service workers. Whether in a café, supermarket, bookstore or service station, Covid-19 has transformed the way services are delivered. New check-in procedures, acrylic screens, increased hygiene measures, contactless transactions, and safe-distancing requirements have become the norm and friction with customers has increased. In turn, researchers are now beginning to shine a light

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