SaCSA Board Chair Professor Gary Mortimer appeared on Channel 9’s Today Show this morning to discuss the findings of the Customer Aggression in Retail report and the outcomes of the recent Shaping Safe Service: National Roundtable on Customer Aggression.
Gary discussed the growing impact of customer aggression on retail workers and businesses and the importance of coordinated action to address the issue.
This national conversation builds on SaCSA’s ongoing work to better understand and respond to customer aggression across the retail sector. The Customer Aggression in Retail: Understanding the Nature, Drivers and Impacts on Australia’s Retail Workforce report provides evidence-based insights into the drivers of customer behaviour, the impacts on workers, and opportunities to strengthen training to better prevent, manage and respond to customer aggression.
The discussion also reflects insights shared at the National Roundtable, where stakeholders came together to explore practical, system-wide solutions and identify opportunities to improve workplace practices and support frontline staff.
SaCSA is now progressing the next stage of this work, including reviewing retail qualifications and skill sets to strengthen capability across all levels of the workforce.
Watch the full interview below.