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16.06.2026 14:25

The customer is not always right

Patience is a virtue in customer service but putting up with disturbing or inappropriate behavior is not. We need clear procedures at workplaces for situations where a customer’s behavior becomes inappropriate, threatening or disturbing.

Being in interaction with customers is the most enjoyable part of the job for many service sector employees: the customer receives service and a night in the restaurant is a success. However, in customer situations, employees are also more susceptible to threatening behaviour, inappropriate treatment and harassment.

Of those who responded to PAM’s member survey in 2023, 70 percent had encountered various forms of harassment or other inappropriate behavior from customers in their work.

– No one should have to tolerate inappropriate behaviour or harassment in their work. There are limits to customers’ behavior, says PAM’s work environment and equality expert Merja Vihersalo.

She reminds that employers are responsible for ensuring safety and health at work. When an employer becomes aware of harassment or inappropriate behaviour, the matter must be addressed.

– Preventing and addressing harassment is something that applies to the entire work community, but the main responsibility lies with the employer. There must be clear instructions on what to do if you come across harassment or feel intimidated, who will help in the situation, and how to record the incident.

According to Vihersalo, attention should also be paid to the onboarding of gig workers and temporary employees.

– Currently, many young people are starting their summer job in the service sector and are in a particularly vulnerable position.

Sexual harassment is more common in the service sector

Inappropriate staring or looks that make you feel uncomfortable, dirty sexual jokes or offensive remarks, and unwanted physical contact. This is how sexual harassment most typically manifests itself in Finnish workplaces.

Sexual harassment is still common in Finland, and women, minority groups, and those working in customer service jobs encounter it more often than others.

According to a study by Statistics Finland, 54% of Finnish women and 14% of men have experienced sexual harassment in their workplace. The harasser is often a customer.

Digital and online harassment is also a growing risk. In service sectors, it manifests itself in threatening, offensive, or sexual messages sent by customers or other outsiders, as well as attacks in social media and hate campaigns targeting employees.

– Harassment through technological means – cyber harassment – is particularly burdensome because it can continue across multiple channels and outside of working hours, spread publicly and affect both the employee’s work and personal life. Therefore, it should be included in the workplace risk assessment, and clear instructions should be drawn up on how to respond to these situations, says Vihersalo.

This spring, PAM, together with nine key Finnish working life actors, has committed to finding concrete ways to eradicate sexual harassment in the workplace. The commitment is based on the Ministry of Social Affairs and Health’s report Promising practices for preventing sexual harassment (in Finnish).  

– Practical means of preventing harassment include, for example, a declared zero tolerance for harassment and rules for harassment situations drawn up on the basis of this, sufficient staffing and avoiding working alone, effective reporting and intervention methods, and good orientation and training in preventing and handling harassment situations, says Vihersalo.

The joint Let’s behave ourselves campaign by PAM, the Finnish Commerce Federation and The Finnish Hospitality Association MaRa will remind customers of good behavior this summer. With the campaign, customers are encouraged to think about their role in customer service situations and encouraged to treat those working in customer service equally. PAM, the Finnish Commerce Federation and MaRa are particularly concerned about the harassment faced by young employees.

Read more about Let’s behave campaign here

What to do if you encounter sexual harassment at work

1. Tell the person that the behavior is not okay

If you can, tell the harasser clearly that you find the behavior undesirable and ask them to stop. Harassment is defined by the experience of being harassed, and it does not have to be repeated to be serious.

2. Record and save

Write down what happened, when and where. In the case of cyber harassment, save messages, screenshots, emails or social media messages. Documentation is important for clarifying the matter.

3. Report it to your employer

Report the harassment to your supervisor or other employer representative. The employer has a legal obligation to intervene in the harassment immediately, also when the harassment takes place on digital channels.

4. Seek support

Contact your occupational health and safety representative, union representative or the trade union.

5. If the harassment is serious or continues

Serious sexual harassment is a crime. If necessary, contact the police. If the employer does not intervene in the situation, you can contact your trade union or the occupational safety and health authority.

Download the guides for the workplace

PAM has produced guides on addressing harassment in the retail sector and in the tourism and restaurant sector together with the Finnish Commerce Federation and MaRa ry.

Sources: The Gender Equality Barometer 2024 (Ministry of Social Affairs and Health, 2025), Working conditions barometer 2025 (Ministry of Employment and the Economy, 2026), Statistics Finland (Gender Based Violence, 2024)

Text: Minna Raitapuro
Images: Shutterstock

Keywords:

occupational safety Well-being at work

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