The NRF Foundation has launched two new credentials in its RISE Up program in response to the coronavirus pandemic: COVID-19 Retail Operations and COVID-19 Customer Conflict Prevention. The credentials focus on developing skills to ensure associates and shoppers remain safe in-store, with the overall goal of keeping the economy open.
The new training modules seek to streamline best practices from retailers and the Centers for Disease Control and Prevention (CDC) to create a more comprehensive training for the entire industry. Both new credentials are targeted at frontline retail employees of small and mid-size businesses that do not have their own learning and development teams:
- COVID-19 Retail Operations: Aims to train customer-facing retail workers, distribution center workers and job seekers to safely operate during the pandemic and help retailers meet state and local requirements for COVID-19 trainings. The program enables employees to recognize COVID-19 symptoms, take appropriate actions if exposed and understand CDC best health practices and tools used in retail. NRF created this credential in partnership with American Express.
- COVID-19 Customer Conflict Prevention: Focuses on strategies for avoiding and de-escalating conflicts with shoppers. The training covers challenges including mask requirements for customers, customer-to-customer conflicts and line management. NRF created this credential in partnership with the Crisis Prevention Institute.
“Retailers have been on the front lines of this pandemic as economic first responders and are going above and beyond to maintain a safe work environment for themselves, their colleagues and their customers,” said Matthew Shay, President and CEO of NRF in a statement. “These new credentials will give employees the training they need to continue operating and serving customers safely. An informed workforce will build customer confidence and show local and state governments that retailers are taking all steps possible to prevent the spread of COVID-19.”