The Sonic Supermarket Chain (large business) HRM302

Client 1: The Sonic Supermarket Chain (large business)

Issue:

Supermarket employee on the frontline of customer frustration and aggression.

Background:

The operations manager at Sonic Supermarkets has contacted Connect Consulting to discuss issues around customer frustration, rage, and aggression currently being experienced by their check out/ register staff. There have been several instances where staff have been verbally abused, physically assaulted and threaten by customers due to the shortage of basic household goods. A number of staff are visibly upset and stressed because they are not used to being treated so poorly in their workplace. In fact several staff have indicated that they are experiencing anxiety and are intending to file a workplace compensation claim. Other employees are refusing to take shifts on the register, or have called in sick because they just cannot cope with such a stressful the situation.

Operations manager Ray Ramone indicated that the organization is very concerned about staff wellbeing, and welfare. The business cannot afford multiple workers compensation claims, and is worried about the growing occurrence of absenteeism.

Ray needs information, advice and strategies to help Sonic Supermarkets deal with these operational staffing issues. As the lead consultant for this case outline a plan of action to address the immediate issues and manage the situation in the long term.