Aggression onsite is never acceptable. Empowering and backing staff in the appropriate response to these incidents is vital. As fuel price volatility impacts customers the incidence of customer aggression instore is increasing again ACAPMA reminds Members they can access free, fuel retail specific, online aggression training for staff.
Unacceptable and Un-Australian, that is the only way to describe the continuing tide of customer aggression that retail staff are facing nation wide and it is going beyond eye rolling and name calling, with some instances and incidents triggering taskforce responses.
It is a requirement of the law that the business ensure that staff are protected from risks and hazards while at work, this includes the risks that customers, and customer aggression, present to staff. To meet this requirement businesses should be providing staff with clear instruction regarding likely situations they could face, including aggressive customers who are agitated about fuel prices.
The instruction to staff should highlight de-escalation as the first response while ensuring that staff understand they are able to contact the police if incidents escalate or they feel unsafe.
To assist ACAPMA Members in clearly communicating the zero tolerance approach to customer aggression the association has developed and circulated the Customer Aggression Poster.
In addition to clearly communicating to customers that aggression will not be tolerated businesses may also consider providing customers with information about fuel pricing, particularly in the context of staff involvement. To assist ACAPMA Members the association has developed a Fuel Price Facts Poster for display onsite, a simple counter talker to act as an interrupter to customer behaviour without putting the onus on staff to ‘talk’ about fuel prices see: https://acapmag.com.au/2023/08/acapma-releases-customer-facing-fuel-price-facts-poster/.
ACAPMA Members also have access to resources and guidance to operators to assist staff in preparing for and addressing aggressive customers, as well as access to a FREE online training module to equip staff to recognise and deescalate situations – the Aggression Mini Module.
The issue of aggression is not new and ACAPMA launched this free online training resource to members more than two years ago, however as incidents tick up again it is time for businesses to check in with, and arm their staff with the knowledge of how to respond appropriately.
“There was a keen desire to provide dedicated, industry specific aggression training for all staff nationally. Aggression is included in the ACAPMA Petroleum Convenience Compliance course, which reaches almost 20,000 staff annually, with aggression woven throughout the more detailed Security and Armed Robbery Module. This new, stand alone mini module ‘Managing Aggression’ is a targeted and dedicated exploration of the nature of customer aggression, arming staff with the information on how to spot, curb and respond to aggression” explained ACAPMAs Elisha Radwanowski on the launch of the module.
“The Aggression Mini Module is not as detailed or lengthy as any of the PCC modules, but does serve as a focused exploration of real world strategies that staff can use, and the very real situations they face in a fuel retail environment. From fuel prices, to masks, to stock outages, aggression, like most things in our industry, is a bit different when fuel is involved” Elisha added.
“ACAPMAs suite of industry and custom training products is available at discounted prices for members, but this Aggression Mini Module will be available free to all ACAPMA Members” concluded Elisha.
Here to Help
ACAPMA Members can access the Aggression Mini Module or explore other training solutions by contacting training@acapma.com.au.
This article is general in nature and covers things to consider, implement and watch out for in your business. It is provided as general advice and you should seek further advice on your situation.
ACAPMA Employment Professionals are available to assist ACAPMA Members via employment@acapma.com.au. ACAPMA membership is affordable at only $860 inc GST per year for a single site and valuable with sites gaining access to ACAPMA Guides, Templates, Resources, HR advice support and representation as well as a raft of other benefits and discounts. Visit: https://acapma.com.au/membership/ to learn more or to apply for ACAPMA membership.
Elisha Radwanowski BCom(HRM & IR)
Executive Manager for Employment and Compliance
ACAPMA
