Today, the NRF Foundation 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. It focuses on fostering a safe and positive environment for 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. Explicitly developed 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.

In 2023, the NRF Foundation earned more than 58,000 RISE Up training credentials. For more information, visit here.