CPI Training for Retail Workers
Equip your entire team with essential de-escalation skills to handle contentious or hostile customer interactions and create a culture of safety and well-being.
CPI Courses
Safer Employee-Customer Interactions
We believe proper de-escalation training is critical in today’s retail environment and results in a positive environment for employees and customers alike. Our evidence-based training programs reflect our mission and empower teams to handle crises in safe, practical ways.
De-escalation and Violence Prevention Training for Retail
Starting with this 30-minute online training, retail workers will gain the fundamental skills to feel confident and safe when engaging with difficult customers. Ongoing micro-learnings reinforce concepts. Recommended for all staff.
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Verbal Intervention Training
Provide your staff with in-depth skills to identify, respond to and prevent or mitigate challenging customer behaviour with verbal intervention techniques. Recommended for managers.
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What You'll Gain
Training Outcomes
Enhanced Customer Experience
Staff will gain the skills to turn negative interactions into positive experiences, fostering customer loyalty and contributing to your business’s success and positive reputation.
Greater Safety for Staff and Shoppers
Staff will learn how to confidently manage conflicts, proactively reduce the likelihood of physical altercations and injuries and create a culture of safety and well-being.
Improved Employee Retention
Staff will feel less stressed on the job, leading to reduced burnout and turnover and a more supportive, productive workplace.
How it Works
Our Retail Training Approach
Our approach ensures the most effective and relevant de-escalation training is delivered to your retail teams.
All staff complete fundamental online de-escalation skills training
An initial online, on-demand training course will offer retail team members the skills to create a controlled, safe store atmosphere, recognize and de-escalate hostile customers quickly and know when to call for additional support.
All staff participate in ongoing micro-learning lessons
Retail teams will regularly take short, effective training modules to reinforce learnings, add new concepts and various scenarios and support a long-lasting cultural change of safety and well-being.
Managers and leaders become certified in Verbal Intervention Training
Store managers, asset protection managers, security managers and other leaders in managerial roles will gain in-depth knowledge on how to effectively verbally defuse in-store conflict and support staff to create a culture of safety and well-being.
“CPI training has helped increase the confidence of the people I train. They feel they have a better understanding of communication with hostile individuals.”
Albert WhiteRisk and Loss Prevention Professional, The TJX Companies, Inc.
View Our Recent Blogs
Retail
7 Valuable Verbal Intervention Strategies for Retail Teams
Read about helpful verbal intervention techniques for retail workers who may have to deal with difficult customers.
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Retail
5 Valuable De-escalation Tips for Retail Workers
Discover 5 valuable de-escalation tips for retail workers. Learn effective strategies to manage conflict, ensure safety, and maintain a positive shopping environment.
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Retail
Don’t Take an Angry Customer’s Words and Actions Personally
Discover strategies to handle angry customers without taking their words and actions personally. Learn how to stay calm in challenging retail situations.
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Schedule a Consultation
Connect with us to learn how CPI training can help create a culture of safety and well-being for your customers and staff.