John Furner President and CEO | Official website
The NRF Foundation has introduced a new Customer Conflict De-escalation training program aimed at front-line retail employees. This initiative is part of the RISE Up educational training program, which seeks to create a safe and positive environment for both retail workers and customers.
"As the nation’s largest private-sector employer, retailers help millions of customers find the items they want and need on a daily basis," said NRF Foundation Executive Director Adam Lukoskie. "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 collaborated with the Crisis Prevention Institute (CPI) to develop this 30-minute online de-escalation training course. The course is tailored specifically for front-line, customer-facing, and distribution center employees. It aims to equip associates with skills to identify and manage customer conflicts in retail settings.
"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," stated Susan Driscoll, president of Crisis Prevention Institute.
In 2023 alone, over 58,000 RISE Up training credentials were earned through various programs offered by the NRF Foundation.
For further information about this initiative or other programs by the NRF Foundation, visit their official website.
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