How to support staff who manage customer anger

The key tenet of health and safety law is that employers must not put staff in situations which pose a risk to their health and wellbeing.  This concept is well understood and practiced where employers recognise physical situations such as not exposing staff to faulty equipment or to the possibility of slips and trips.  It is less well practiced when the health and wellbeing of staff are put at risk from exposure to customers’ aggression.