Frontline managers seek conflict resolution training amid customer incivility

Conflict resolution has emerged as one of the most sought-after training topics for frontline managers amid growing concerns about customer incivility, according to a new report.

The report, released by Axonify, surveyed 788 frontline executives, managers, and employees to understand the current state of frontline work, including the challenges they face and the training that they want.

"Managers are seeking training in specific areas that executives often underestimate," the report stated.

One example of this is training on conflict resolution, which is demanded by 51% of managers and 32% of employees. Despite this, only 24% of executives believe that their workforce needs this training, according to the report.

Challenge of customer incivility

The demand for conflict resolution training comes as the report found that customers are the biggest challenge for employees and the second-highest challenge for managers.

The findings reflect the situation across the world, where employers are raising the alarm about customer abuse against frontline workers.

In Japan, Tokyo recently introduced a new ordinance to protect its service industry staff from abusive customers.

In New Zealand and Australia, employers have also been taking different initiatives, including adjusting trading hours, to ensure the safety and wellbeing of frontline staff amid harassment from customers.

"Difficult customers are a given, but properly handling these encounters is among the top three overall challenges on the frontline according to both employees and managers," the report stated.

"It's no wonder that hands-on customer service training, especially conflict de-escalation, was among the most requested training by employees. They're asking for real skills to handle tough interactions — not just theoretical advice."

Demands of the frontline workforce

Meanwhile, the report found that managers also want more cross-training or upskilling, leadership or management training, as well as AI training.

Source: Axonify's 2024 Deskless Report

This is in addition to the frontline workforce's demand for higher pay, which the report underscored is "not the only thing that matters."

"Once foundational needs like pay are addressed, both managers and employees are looking for something deeper — support, guidance and the resources to do their jobs well," the report stated.

"In other words, money may top the list, but true frontline success requires more than just a bigger paycheck."