What’s my employers’ duty of care? Should I expect more?

180 replies

Sillyquestion123 · 31/10/2025 19:47

I work in a client facing role and yesterday one of clients verbally abused me. He even used swear words and it’s all recorded. I’m still shaken by the ordeal.

My manager reassured me it was not my fault, and she’d listen to the recording , but that was about it.

Im still in charge of that account until I hear otherwise.

ive never been in this situation before so I really know if should be expecting more or not.

OP posts:

SquirrelBlue · 31/10/2025 20:01

To be honest it really depends on what kind of role you have. In my role, unfortunately that would be relatively common due to the nature of my work. If a client has a particular vendetta against an individual, we would reallocate the work but if it's a one off, we generally wouldn't. We might have a chat with our colleagues if we need to debrief after a difficult call. If our manager was concerned, they'd check in with us but not much else they can do.
What you can expect from the employer would also depend on your company and its processes. Have your colleagues experienced similar? What support did they receive?

Original poster

Sillyquestion123 · 31/10/2025 19:58

Kangarude · 31/10/2025 19:57

Did you post about this yesterday?

No, wasn’t me!

OP posts:

Kangarude · 31/10/2025 19:57

Did you post about this yesterday?

Original poster

Sillyquestion123 · 31/10/2025 19:56

ToKittyornottoKitty · 31/10/2025 19:47

It’s terrible but it’s also pretty common in customer facing roles, what else are you expecting the employer to do? Guessing you are new to the job?

No I’m not new to the job. I generally deal with Directors/C-suite type of people.

Ive been doing this for 7 years and it has never happened to me before.

OP posts:

ToKittyornottoKitty · 31/10/2025 19:47

It’s terrible but it’s also pretty common in customer facing roles, what else are you expecting the employer to do? Guessing you are new to the job?

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