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March 2020 Presentation: Dealing with customer abuse Featured

Written by CSG Membership Secretary
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Presentation Now Available
CSG Meeting: March 2020
Speaker:
Kenn Rogers, Safety Team Leader, The Reject Shop
 
Check out the latest presentation from our March 2020 meeting, now available to members.
 

Customer abuse: The Reject Shop’s frontline solutions

What a timely presentation we had at our March meeting! With the current outbreak of bizarre behaviour from shoppers brawling over toilet paper, it is the workforce of young people at the front line, in supermarkets and retail outlets like The Reject Shop, that are bearing the brunt.

Kenn Rogers' information-packed presentation gave real insight into the kinds of behaviours his staff has to deal with at normal times as well as in these peculiar ones. He was determined to turn this around and, in conjunction with Griffith University in Queensland and icare NSW, The Reject Shop took part in a pilot program called 'Respect and Resilience'.

The program has already had a positive impact on the workforce who took part in the pilot, so now it can be expanded throughout the organisation. Key elements include a range of training, workplace modifications and developing a peer-to-peer network. Kenn handed around an example of a weekly diary that was developed: a user-friendly tool for workers to record incidents and interactions. This has been used both to inform aspects of the initial program and to modify it during regular reviews.

This excellent presentation was very well received by a good turn-out of members and non-members alike.

 

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Read 134 times Last modified on Thursday, 26 March 2020 06:03
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