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Information and guidance
Learn how you can reduce the impact of difficult customer interactions, manage the risks, and keep yourself, your colleagues and other shoppers safe.
From screens to streets: responding to online-driven anti-social behaviour
Social media and online trends can encourage people to gather in shops or retail spaces in unpredictable and difficult-to-manage ways.
Being filmed by customers in store - information and support for retail colleagues
Working in retail means dealing with people from all walks of life. Most customers are friendly, respectful and decent people. But sometimes, a customer may start filming or live‑streaming you in store without your consent, often during a difficult or emotionally charged interaction.
Supporting new retail colleagues through customer abuse: a guide for managers
New colleagues are learning the role, navigating the store environment and building confidence with customers – often all at the same time. For many, this is often their first job or their first experience of a fast‑paced, customer‑facing environment.
Financial support after customer abuse or physical attack
Experiencing customer abuse or a physical attack at work can have an impact far beyond the incident itself. Alongside the emotional and physical effects, you may face unexpected financial pressure – from medical or dental treatment, damaged belongings, or time away from work affecting your income.
Staying safe when travelling to and from work
Many people working in retail travel early in the morning, late at night, or when streets and public transport are quieter. Some colleagues may also work alone, have limited mobility, or live locally and regularly come into contact with customers outside of work.
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.
Managing violence in stores
There will be times during our careers when we’re required to deal with an unhappy or aggressive customer. On occasion these interactions will result in violence against you or one of your colleagues. Learn how you can manage the risks.
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.