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.

  • dealing with diff customers

    Dealing with difficult customers

    2020-05-14T09:25:00+01:00Exclusive content from

    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.

  • Two women chatting over coffee

    Coping with traumatic events

    2020-06-30T13:19:00+01:00Exclusive content from

    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.

  • Violence in stores

    Managing violence in stores

    2020-06-29T09:21:00+01:00Exclusive content from

    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.

  • Staying safe in store

    How to stay safe when facing customer abuse

    2023-11-01T12:38:00+00:00

    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.

  • Staying safe out and about

    Stay safe series: getting home

    2021-10-06T14:26:00+01:00Exclusive content from

    Whether you’re working late or travelling to see friends, read our helpful advice for when you’re out and about.

  • Woman accepting a parcel from delivery person at her house

    Stay safe series: personal safety

    2021-10-06T14:26:00+01:00Exclusive content from

    From lone working instore to solo visits to clients, here are some tips to help keep you safe.

  • Lady looking out a window on the phone - looking concerned

    Stay safe series: stalking

    2021-10-06T14:26:00+01:00Exclusive content from

    What constitutes stalking? And what to you do if you think it’s happening to you or a colleague.