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Article content It’s surreal that, a year into the pandemic, lockdowns are still happening with no real apparent end in sight. The latest has business owners and managers not only thinking about how to survive while operating at reduced capacity (or none at all), but also how to keep staff morale up while dealing with frustrated customers who dump their frustrations into our premises. Unfortunately, employee abuse at the hands of customers is on the rise in retail and other small businesses. COVID fatigue and further restrictions can bring out the worst in some people. Talk to any local service or retail business owner or staff, and chances are they have at least one story to share about customer pushback, verbal abusive and aggressive behaviour. ....
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