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The Retail Trust is set to launch free training for shop workers next month to help them combat an “expected rise” in abusive customer behaviour ahead of the busy festive period.It comes as new research from the charity found that one in three shop staff face weekly abuse from shoppers, with more workers feeling unsafe and looking to quit the industry.
The Retail Trust, which surveyed 1,200 workers, found that 47% fear for their safety while 39% want to leave their jobs or the industry altogether due to a rise in “violent and abusive” incidents.
Nearly half (48%) of respondents said they don’t get enough support from their employer to deal with the current levels of violence, threats and abuse. Among those who felt unsupported, the number of people considering quitting rose to 56%, while 73% said they feel unsafe as a result.
The Retail Trust also found:
- 80% of shop workers and 90% of store managers have faced abusive incidents at work, with 98% verbally abused, a third (33%) threatened with violence, 14% physically assaulted and 10% spat on. One in three experience this weekly.
- 64% said this was triggered by them confronting a shoplifter.
- A further 57% said they’d witnessed a product being stolen or damaged.
- More than half (55%) said things had got worse in the last two years and nearly two thirds (63%) said they now feel stressed and anxious going into work.
In light of these findings, the charity is running free training sessions online and in London from 12 to 14 November, to “arm hundreds of shop staff with new skills to manage challenging in-store situations this Christmas and deal with any difficult experiences”.
The Retail Trust’s respect retail campaign, backed by retailers including H&M, Frasers Group and Holland and Barrett, will also support businesses to bring in new measures to help staff and adopt a zero-tolerance approach to abuse.
H&M will donate the proceeds of its carrier bag levy during November to help the Retail Trust roll out its free training. Others supporting the campaign include the BRC and Usdaw.
The Retail Trust also runs a wellbeing helpline and offers counselling to shop staff in need, and works with more than 200 retailers to improve the mental health of their staff.
Chris Brook-Carter, CEO of the Retail Trust, said: “The incidents we hear about every day are both horrifying and heartbreaking. People tell us they have been spat on, had products smashed up in front of them and been filmed on their phones by abusive shoppers who then threaten to post the footage on social media. Thousands are contacting us to say they’re now being forced to consider leaving a job they love and often have worked in for many years because they no longer feel safe there.
“This unacceptable behaviour will only get worse unless more people are empowered to speak up, better supported to deal with their experiences and most of all, get the protection they need. I believe that retail can still be an amazing place to build a career but we know that even just one terrible encounter can overshadow a hundred kind interactions.”
He added: “As a charity, we’re working with more than 200 retailers and many are now taking this extremely seriously by introducing new support, security and dealing more closely with the police to report this criminal behaviour.
“We want to work with even more businesses going forward to stand together against this abuse. And I’d urge anyone who needs more help dealing with their experiences to call the Retail Trust’s wellbeing helpline or apply to take part in our free training during November.”
