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COMMUNITY | Staff Reporter, Australia
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KFC partners with NSW's insurance agency on anti-customer abuse programme

The initiative includes training employees in de-escalation techniques and improving retail environments.

KFC has partnered with Insurance and Care’s (icare) pilot project tackling anti-customer abuse.

The Respect & Resilience programme includes training employees in de-escalation techniques and improving retail environments.

“When people under 25 make up 90% of your restaurant team, it’s really important that we continue to build their confidence to help them succeed and bring their best self to work," KFC Australia chief people officer Karen Ancira said in a statement.

According to icare, the risks and effects of customer abuse are “underestimated” and can affect a worker’s overall well-being, citing a research done in the Menzies Health Institute of Queensland at Griffith University.

NSW’s insurance firm also claimed that the programme has reduced almost half of customer misbehaviour, or the umbrella term for various negative customer behaviours from physical violence to rude comments, at retail and fast food stores.

"As a community, it’s time to demonstrate that there is no tolerance for customer abuse and a need to stop the unacceptable behaviours in NSW workplaces that can lead to mental health issues," icare chief of customer and community Sara Kahlau said.
 

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