The new retail phenomenon is ‘mask rage’


Recent social media posts and TV coverage has highlighted the nasty reactions of a small percentage of customer’s refusing to wear masks when entering retail stores. Unfortunately, it will be frontline staff who will be required to deal with these situations in the first instance. It’s therefore critical that all retailers provide training to their teams on how to deal with these potentially volatile situations.

As we’ve seen in the past, these situations bring out the best and the worst in people. Let’s hope that sanity is restored, and we get through this shocking lockdown period as quickly as possible.

In this interview with Stephen Cenatiempo from Canberra radio station 2CC, Roger and Stephen discuss the challenges all retailers face in training their staff to deal with these situations.