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Showing 'March 2020: Dealing with Customer Abuse'.
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Dealing with
Customer
Abuse
CSG March 2020 Presenter: Kenn Rogers, Safety Team Leader, The Reject Shop

Dealing with Customer Abuse

Presentation by: Kenn Rogers, Safety Team Leader, The Reject Shop

Presentation package now available (members only)

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, outlined a new approach to the problem in a lunchtime presentation to Central Safety Group on 10 March. This included a trial program the variety discount retailer has been helping to pilot. Known as the Respect and Resilience program, it has proved a great success in reducing incidents at the stores where the trial was implemented.
Kenn spoke about how the program helps team members manage themselves and respond better to customer aggression, as well as how changes to a store environment can help influence customer behaviours.
Kenn also outlined an in-house program he has developed to make staff more aware and responsive to manual handling issues.

The presenter:

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.

 
 

Next Event

 

Modernising &
Simplifying
Safety

CSG July 2026 event - 

Presenter: Scott McMillan, Director of Safety, Melbourne Park


Modernising and simplifying safety

Presented by: Scott McMillan, Director of Safety, Melbourne Park

How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 14 July 2026, noon
Non-Members welcome to attend

Innovation in action – simplifying safety through technology & engagement
New technologies, behavioural studies and changes in the workplace are leading to more efficient and productive ways to manage workplace OHS.
Examples of this, and advice on how to put it into practice, will be discussed at Central Safety Group’s lunchtime event on 14 July by Scott McMillan, Director of Safety at Melbourne Park.
Scott has a track record of modernising and simplifying safety in complex, high-risk environments and he will demonstrate some of the new and evolving technologies that are influencing health and safety practices.
He will show how to improve workforce engagement using practical and technology-focused approaches. This can help safety managers equip employees for both the present and a rapidly changing future.
Scott will also discuss how to streamline and declutter safety systems to improve clarity and frontline uptake.

About the Speaker:

Scott McMillan is the Director of Safety at Melbourne Park and an Honorary Fellow at Deakin University, recognised for his leadership in applying emerging technologies to enhance safety training and performance.
With a trade background as an Electrician and Instrumentation Technician, Scott has built a diverse career across heavy industries and complex operating environments, including remote locations such as Antarctica. His experience spans engineering, operations and safety, bringing a practical, systems-focused perspective to safety management.

Date: Tuesday 14 July 2026
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne. Our thanks to Helen O'Keefe for providing the venue.
How: Online via Zoom or in person - the link will be sent out on the afternoon of the Monday preceding the event
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
RSVP: COB Monday 13 July 2026. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Monday 13 July.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 13 July.

Don’t forget to put every second Tuesday from February to December in your Calendar!

 

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