April 2019 Presentation: Staff safety & diffic...

Presentation Report Now Available
CSG Meeting: April 2019
Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ
There is no presentation available from our April 2019 meeting, but a detailed report on it is now available to members.

Staff safety and difficult customer interactions

A large audience was fascinated by Kristen Richardson's presentation that contained very useful information about dealing with difficult customers. Ineterestingly, the majority of difficult customer interactions arises from the trauma of delivering hard messages that have life changing impacts on customers. However, the issue of customer aggression was the primary focus of Kristen's presentation and the most relevant to the CSG audience.

In the past the bank’s safety strategy was focussed on the risk of robberies, which informed both the design of branches and the staff's actions. Nowadays incidents of robberies have decreased dramatically and so the focus has needed to shift accordingly. The bank’s strategy has developed to become multi-faceted and flexible to deal with a range of scenarios.


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