April 2019: Managing Inappropriate Customer...

Date & Time: Tuesday 9 April at 12:00pm

PLEASE NOTE CHANGE OF VENUE:
Venue: Xchanging, Level 10, 390 La Trobe Street, Melbourne (near Queen Street).

Managing Inappropriate Customer Behaviour

Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ.

Staff safety and difficult customer interactions
Many businesses have seen an upsurge in staff impacted by difficult customer interactions that may place them at risk of a physical or psychosocial illness.

This has particularly been the case in the banking industry and is varied across customer contact, whether it is face-to-face or telephone interactions.

ANZ Bank has a strategy in place to keep their staff safe from this risk and this will be presented by Kristen Richardson, Wellbeing and Safety Business Partner Team Leader at ANZ, at a lunchtime presentation on 9 April.

The strategy looks at all aspects of staff safety – physical, psychosocial and most importantly the leadership culture shift required to enable this strategy to be successful. This strategy has been developed using external consultancy expertise and research across other industries. Read more...

Note: When booking for the Event, please ensure you select the April Meeting from the dropdown list (shaded orange), to RSVP to this meeting.

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