Customer abuse: The Reject Shop’s Frontline Solutions
Ken Rogers, The Reject Shop.
Date & Time: Tuesday 110 March at 12:00pm - 1:00pm
PLEASE NOTE CHANGE OF VENUE
Venue: DXC Technology, Level 19 (Board Room 1), 360 Collins Street, Melbourne
(Between Queen & Elizabeth Street).
Customer abuse: The Reject Shop’s frontline solutions
Customer abuse is a growing problem in the retail industry that can take a heavy toll on workers’ confidence and wellbeing.
Of the Reject Shop’s 6,000 team members, a majority are part-time and 60% are under the age of 25. This means many are inexperienced and particularly vulnerable when faced with customer aggression.
Kenn Rogers, Safety Team Leader of the Reject Shop, will give a lunchtime presentation on 10 March outlining a new approach to the problem.
This includes a trial program the variety discount retailer has been helping to pilot. Known as the Respect and Resilience program, it was developed by the NSW Government insurer icare in conjunction with researchers at Griffith University in Queensland. It has proved a great success in reducing incidents at the stores where the trial was implemented.
Kenn will talk about what the program does to help team members to manage themselves and respond better to customer aggression. He will discuss the enthusiastic response by team members to the program as well as changes to a store environment that can help influence customer behaviours.
Another area where part-time and younger workers need extra attention and training is in manual handling. Kenn will outline an in-house program he has developed to make staff more aware and responsive to manual handling issues.
About the Speaker
Kenn Rogers moved to a career in safety 16 years ago after working as a store manager with Dan Murphy’s. He joined the Reject Shop three years ago after working in safety roles with Dan Murphy’s, Myer and Woolworths.