Comments EMPS Director, Kirsten Halcrow, "Retailers must make these pressures work in their best interests during the festive season."
The survey (The Consumer Business Group Deloitte, Winter 2003) notably found that during the festive season:
So, as a retailer what needs to be done to train employees? Do you teach them conventional Customer Service Skills because it's Christmas season and a time to be jolly? Or do you train them to treat every customer as a possible thief? How do you help staff handle these pressures?
"By skilling staff in the art of Customer Service Excellence, with the intention to reduce losses, retailers can only succeed in reducing shrinkage and increasing profits," says Halcrow. "Not only will the dishonest person leave the store but would-be robbers may be discouraged from attempting an armed robbery in that particular retail outlet and the customer's desire for friendly attention and knowledgeable assistance will be satisfied."
The retail survey also reports that:
"It is impossible to escape pressure at work, especially during the festive season. It is important for employees to learn how function during this period in order to reduce the negative impact of stress and at the same time be vigilant and alert to possible incidents of criminal activity," says Halcrow.
"We believe that in order for employees to understand workplace stress and the necessity for proactive customer service in the fight against crime during festive season, they need to be trained," adds Ros Neilson, Training Manager, EMPS Loss Prevention Training Academy. "Staff need to understand that at Christmas those situations which cause stress need to be recognised in order to be managed. For example;
1. They need to take of control over the work situation as far as possible.
2. There are going to be excessive time pressures.
3. Working hours will be excessive.
4. There may be difficult relationships at work.
5. Because of pressures they must understand possible lack of support and lack of contact with colleagues.
