A more useful article would be along the lines of "How and when to complain effectively"
With regard to hospital violence, what precisely are the nursing unions doing about this state of affairs?

William Shepherd, Zoeterwoude, Netherlands

Thank you Heather. You are spot on. I live abroad now, but, when I return to the UK, I am always shocked by all the notices the assault me in the airport and in the train telling me about how the full wrath of the State will be used against me if I step out of line. Even in the toilets I have seen posters at eye-level above the urinals telling me that "Domestic violence is a crime", as if I needed reminding while I have a pee.

Neil Bennett, Luxembourg,

As somebody who has worked on the frontline with customers for many years I can say that this article is absolute rubbish and just another excuse to have a go at the hardworking men and women, that are paid minimum wage to deal with the rude, obnoxious British public. The majority of customers I have dealt with over the years treat you like you are the dirt on their shoes and nothing more, most don't even bother to acknowledge you , those that do can be abusive and rude. We work long hours for little pay and the majority of us give good customer service.

I think it's about time people with no experience or knowledge of 'the other side' stopped joining in constant berating of people who have to do these jobs, which encourages the publice to treat us with contempt and perhaps turn the tables and look at the customers unreasonable behaviour.

Anna, Leeds,

As with all such situations, they key lies in understanding the situation the service delivery staff find themselves in, and providing legitimate & effective channels for those suffering disruption.

Hectoring, bullying and sound bites, as exemplified by the previous leader of this country and his appointed immediate team, never provide solutions, merely deflect anger onto unfortunate innocents.

Saying we listen to our customers and never responding with targeted action is equally pusillanimous.

May I suggest the following national template:

"Our staff will do their very best to solve your problems, but even they can't move mountains.

"To really make a difference, lodge a complaint against this service provider. Either phone the relevant "National Ombudsman" on 0845 123456", or petition the prime minister through the PM petitions website."

Directing frustrations through the correct channels might finally have a better result for all concerned.

Peter Jones, Harrow, UK

"After you read this you'll see them everywhere"
Have you just arrived in this country?

Mike, Berlin,

I'm very glad to see this issue raised. Whenever you deal with an organisation that proclaims that it has a "zero-tolerance approach to 'abuse' of its staff", you can be certain that you are entering a hell where you will be treated like dirt.


You can be sure that the staff are habitually rude, quarrelsome and insolent, that's for certain; why should they be otherwise? But the real bite will come if you try to complain, or are upset or distressed (as happened to someone I know in the reception at an NHS dental practice).


In that situation, the staff will try to bait you into a rage, deliberately and then slam down the phone or call security to throw you out. That way they get rid of you, you see -- nice and convenient.


This is what showing "zero tolerance of abuse", really means; low-grade staff picking fights with the vulnerable in order to put them in the wrong.

Roger Pearse, Ipswich,

Spot on article - you only need to watch a show like 'Airline' to see how utterly inept many customer service staff are at dealing with unhappy customers. They are often rude, aggressive or, worse, utterly un-moved and disinterested.

I remember in particular once when my train was cancelled (again) I asked for a complaint form and was treated to a stimulating diatribe by the member of staff on why it wasn't his fault and I shouldn't be given one. I even walked away with a few flecks of the soup he had been eating at his post on my shirt.

Amazing.

Oli, London, UK

Heather Brooke is absolutely right. This needs to be said and to be repeated over and over. There can't be anyone in this country who has not been "served" by an ignorant, rude, lazy and inefficent employee protected by the threat of prosecution or ejection if they, the customer, dares to complain in anything but the most obsequious manner. I have never used violence or abusive language against anyone but have been faced with aggressive and provocative behaviour from employees on many occasion. By all means protect employess who suffer genuine abuse but these notices are usually nothing more than a license to abuse customers.

Tam Earl-Aine, Cheltenham,

The major point that you seem to be completely failing to grasp is that the frontline staff of these institutions are themselves victims of a godawful bureaucratc system that doesn't care.

If the train is delayed for three hours, is it the ticket collectors fault? No! Can he wave a magic wand and get it going again? No! Does he have the power to revolutionise the working culture of the company he is employed by? No! He is just as powerless as the rest of us.

But it is this poor individual who, in reward for trying to do his thankless job to the best of his ability, will be shouted at, abused, sworn at, spat at or even physically attacked by members of the public who, quite frankly, can be rude, obnoxious, aggressive, and quite frequently drunk. Certain people also seem to think that just because someone is in a uniform or on the end of a phone line, they have licence to treat that uniformed someone as a punchbag - emotional or otherwise. Save your ire for the people that deserve it

Tamsyn, Manchester, England

This sort of comment is, quite possibly, aimed at making us (the public) feel angry, unsafe, helpless, worthless, liable to be bullied by the 'authorites', or by any large organisation . . . . rather than doing any useful job in exposing the state of affairs in this country, with a view to getting it put right.
As the weeks go on, comment columns seem to reflect a (spurious) mood of hatred and fear in this country.

Priscus, Harrow, Middx., United Kingdom