When the customer discovers that a “must have” item is out-of-stock, tempers can flare. Asking frontline associates—often young and not very experienced—to step in and defuse the situation is a major challenge. The importance of empathy while firmly yet calmly asserting the rules are just the first steps toward preparing store associates to manage aggressive behaviors.
Thursday, June 13
De-escalating volatility: Turning down the volume when tensions build