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Incident pathway
We’ll no doubt all have times when we’re required to deal with an unhappy or aggressive customer. Unfortunately, the retail sector is experiencing an increase in the number and severity of incidents of abuse against staff which on occasion can escalate and result in violence against you or one of your colleagues.
Although the nature of abuse can vary widely, violence and abuse in the workplace are serious issues that can have lasting effects on your physical and mental wellbeing, even if it felt insignificant at the time. Remember, you are not alone. Your safety and wellbeing are key. If you have been personally impacted by a challenging situation, we have a range of content to help you deal with the aftermath. We’re here to support you.
Dealing with difficult customers
We’ll no doubt all have times when we’re required to deal with an unhappy or aggressive customer. Although it can be unsettling, here are some things you can do to reduce the impact on your own wellbeing, and that of your colleagues and other customers.
Coping with traumatic events
A traumatic event is defined as any incident which causes someone to suffer physical, emotional or psychological harm. Whether it happens to you directly, or you witness a traumatic event, the effects can be long-lasting without the right kind of support.
Understanding common responses to a challenging in-store event
A critical incident can be any situation in which you experience either a threat to your own life or physical safety, or have been affected by the death or injury of another. Learn about the common responses you may go through.
How to stay safe when facing customer abuse
Whether you’re a manager or a retail worker, knowing how to respond when encountering an abusive customer could help to keep yourself, your colleagues and your customers safer.
Take five: how to stay safe in store
Verbal abuse from customers can be frightening and stressful. Cliff Lee, director of wellbeing services at the Retail Trust, explains how to stay safe and look out for your colleagues.