Managing customer behaviour in the retail environment

Are you a retail or frontline customer service employee, or do you manage someone who is? Customer aggression  is on the rise, and it can be a challenge for retail workers to keep control of an escalating situation. What is the best way to handle a customer whose behaviour becomes threatening? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? 

This workshop will provide you with strategies on how to protect your wellbeing and safety when engaging with unhappy customers.

What’s in it for me?

• Know how to identify when a customer’s behaviour is escalating towards becoming aggressive or abusive.
• Have step by step strategies to diffuse the situation.
• Enhance your skills and abilities when managing unpredictable or unreasonable situations.
• Learn recovery techniques and how to seek support after an incident.
• Free access to the self-paced course on this topic available post-workshop.

Brisbane City Council, with the National Retail Association, is delivering free workshops to support retail businesses. Each workshop will deliver practical takeaways to make doing business easier. These sessions are just some of the ways that Council is planning for a growing city by backing businesses with more support in the suburbs.

Extend your learning at the Mental health and wellbeing in the retail environment session where we will cover how to foster a safe and healthy environment for all employees in the workplace.