Sexual Harassment Prevention in Customer-Facing Industries

Employees in restaurants, retail stores, hotels, healthcare facilities, and other customer-facing industries regularly interact with people outside their immediate organization. These interactions can create unique workplace challenges because employees may encounter inappropriate behavior from coworkers, supervisors, customers, patients, clients, vendors, or other individuals.

For employers, preventing inappropriate conduct requires more than focusing on employee-to-employee interactions. Employees should understand how to raise concerns, while supervisors and managers should know how to respond when concerns involve someone outside the organization.

Why Customer-Facing Workplaces Require Awareness

Customer-facing employees often interact with members of the public as part of their normal job duties. Maintaining positive customer relationships is important, but employees should not be expected to tolerate inappropriate conduct simply because it comes from a customer or client.

The EEOC recognizes that workplace harassment can involve individuals who are not employees, including clients or customers. Employer responsibilities can vary depending on the circumstances and the relationship between the employer and the person involved.

This makes clear reporting procedures particularly important in industries where employees have frequent contact with the public.

Who May Be Involved?

Concerns can potentially involve several types of workplace relationships, including:

• Coworkers
• Supervisors and managers
• Customers and clients
• Patients or residents
• Vendors and contractors
• Visitors and other members of the public

The appropriate response may depend on who is involved and the specific circumstances. Employers should avoid assuming that conduct is acceptable simply because the individual responsible is not an employee.

Challenges for Employees

Employees in customer-facing roles may hesitate to report inappropriate behavior because they are concerned about upsetting a customer, affecting a sale, receiving a negative review, or creating conflict.

In healthcare and hospitality, employees may also feel pressure to remain accommodating because providing service is a central part of their role.

Employers can help address these concerns by making it clear that employees have established channels for reporting workplace concerns and that supervisors are responsible for taking those concerns seriously.

The Role of Supervisors

Supervisors are often the first people employees approach when an interaction with a customer, coworker, or another individual becomes concerning.

Supervisors should understand how to:

• Listen to the employee without dismissing the concern.
• Follow the organization's reporting procedures.
• Document relevant information appropriately.
• Escalate concerns when required.
• Take reasonable steps to protect the employee from continued inappropriate conduct.
• Avoid retaliation or unfavorable treatment toward employees who raise concerns.

The EEOC advises employers to establish effective complaint procedures, provide training, and take appropriate action when they become aware of potential harassment.

Creating Clear Reporting Procedures

Employees should not have to guess where to turn when they experience or witness inappropriate conduct.

Employers can establish clear procedures explaining:

• Who employees can contact
• How concerns can be reported
• Whether multiple reporting options are available
• What supervisors should do after receiving a complaint
• How concerns involving customers or other non-employees are handled
• How employees can raise concerns about retaliation

Clear procedures can help employees understand that reporting concerns is part of maintaining a professional workplace.

The Importance of Sexual Harassment Training

Sexual Harassment Training | TAP Series® can help employees and supervisors better understand workplace expectations, reporting procedures, professional boundaries, and prevention strategies. 

Training can be especially valuable in customer-facing environments because employees may need to recognize and respond to concerns involving different types of workplace interactions.

Training can reinforce:

• Employee awareness
• Reporting procedures
• Supervisor responsibilities
• Workplace respect
• Prevention strategies
• Appropriate responses to workplace concerns

Employers can also use training to reinforce that employees should not be discouraged from reporting concerns simply because the conduct involves a customer, client, patient, or another non-employee.

Key Takeaways for Employers

Employers in customer-facing industries should consider:

• Establishing clear workplace conduct expectations.
• Providing multiple ways for employees to report concerns.
• Training supervisors on how to respond to complaints.
• Addressing concerns involving customers and other non-employees appropriately.
• Reinforcing professional boundaries and respectful communication.
• Protecting employees from retaliation after they raise concerns.
• Reviewing policies and training regularly to ensure employees understand them.

Broader Implications for Employers

Customer service should not come at the expense of a respectful workplace. Employees can provide professional service while still having clear expectations around appropriate conduct and workplace boundaries.

Employers that operate in customer-facing industries should consider the unique situations their employees may encounter and ensure that workplace policies, reporting procedures, and training address those situations.

The EEOC notes that employers may have responsibilities concerning conduct by non-employees when the employer knows or should know about the conduct and fails to take appropriate corrective action, depending on the circumstances.

Conclusion

Sexual harassment prevention in customer-facing industries requires awareness of the many people employees may interact with during their workday. Customers, clients, patients, vendors, coworkers, and supervisors can all be part of the workplace environment.

Clear reporting procedures, supervisor training, employee awareness, and consistent workplace expectations can help employers respond appropriately when concerns arise. Training also gives employees a better understanding of where to turn and how to contribute to a respectful professional environment.