“The Customer Conflict De-escalation program provides customer-facing employees with the knowledge and training to identify situations of potential conflict, and, most importantly, abate them successfully and ensure an enjoyable shopping experience for all.”
WASHINGTON – The NRF Foundation today launched a new Customer Conflict De-escalation training program for front-line retail employees. The latest offering is part of the RISE Up educational training program and focuses on fostering a safe and positive environment for both retail employees and the millions of customers they serve.
“As the nation’s largest private-sector employer, retailers help millions of customers find the items they want and need on a daily basis,” NRF Foundation Executive Director Adam Lukoskie said. “The Customer Conflict De-escalation program provides customer-facing employees with the knowledge and training to identify situations of potential conflict, and, most importantly, abate them successfully and ensure an enjoyable shopping experience for all.”
The NRF Foundation partnered with the Crisis Prevention Institute (CPI) to create a 30-minute online de-escalation training program. Developed specifically for front-line, customer-facing and distribution center employees, the course teaches associates how to identify and manage customer conflict within a retail environment.
“At CPI, we understand that retail employees face unique challenges on the front lines every day. Our partnership with the NRF Foundation to develop the Customer Conflict De-escalation training ensures that these vital skills are accessible to those who need them most, fostering safer and more positive environments for both employees and customers,” said Susan Driscoll, president of Crisis Prevention Institute.
More than 58,000 RISE Up training credentials were earned in 2023 from the NRF Foundation. For more information visit here.
About NRF Foundation
The NRF Foundation provides the skills and resources needed for life-changing careers. As NRF's nonprofit 501(c)(3), we connect people to an industry that’s a great place to start and a great place to grow. Together, we help people build better lives and stronger communities. nrffoundation.org
About NRF
The National Retail Federation passionately advocates for the people, brands, policies and ideas that help retail succeed. From its headquarters in Washington, D.C., NRF empowers the industry that powers the economy. Retail is the nation’s largest private-sector employer, contributing $5.3 trillion to annual GDP and supporting more than one in four U.S. jobs — 55 million working Americans. For over a century, NRF has been a voice for every retailer and every retail job, educating, inspiring and communicating the powerful impact retail has on local communities and global economies. nrf.com
