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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

 

CSG Special
Networking
Event

CSG December 2022 Zoom event - Event: Special networking opportuity for members and friends of CSG


CSG Networking Event

Event: A free hybrid event in person or via Zoom

Tuesday 13 December 2022, noon
Non-Members welcome to attend

Special networking opportuity for members and friends of CSG
As our 60th Anniversary year draws to a close, we are delighted to announce that we will be having our first ‘hybrid’ event on 13 December – where people can attend in person or via Zoom. This will be the first time we have gathered for a Tuesday lunchtime event since March 2020. It marks the return of opportunities for you to network in person, which is a key part of CSG.
It will be an informal session, where we share ideas and get to know each other better. We will also share the results of the below survey.
We are seeking your input via a VERY SHORT survey -just 4 questions. Please click on the link below and take a few minutes to tell us which topics you want to hear about next year and the types of events you'd be interested in attending.
Your input will help us shape our program for 2023, and ensure we keep providing our members and friends with activities of interest and value to them.

Date: Tuesday 13 December 2022
Time: 12:00pm to 1:00pm
Where: Board Room, AMS Consulting, Ground Floor, 15-31 Pelham Street, Carlton
OR Online: Online via Zoom -the link will be sent out on the afternoon of Monday 12 December
Cost: Financial members & friends free
RSVP: by Monday 12 December so that we have an idea of numbers.
Join: Join CSG now [Individual membership fee: $75. In 2022 this includes a free 12-month subscription to Kevin Jones' SafetyatWorkBlog valued at $250]
*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 12 December so that we have an idea of numbers.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
The Zoom event link will be emailed on the afternoon of Monday 12 December 2022.

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

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