Your front-end manager is your connection with your customers. While you probably spend hours choosing the right person for the job and making sure that they are well trained in cash handling, supervising employees and customer service, there training needs to extend beyond that. Here are five training requirements that you will want to consider that you may be overlooking.
You should have a clear plan in place on what you want your front-end manager to do if they are confronted with a hostage situation. While you will probably want other employees and customers to fall to the floor and lay still, they may need instructions from the manager to remember to do that. Your front-end manager should call the police as soon as possible. While you cannot expect your manager to act like a hero, they may need to know how to reassure customers and staff after the event is over. They may also need to know how to collect information on witnesses so that your company can be protected if the case goes to court.
2. Chemical Spills
You should already have a spill-response plan in place, and you front-end manager needs to know that plan totally. It should contain instructions on what to do in different types of spills. They should receive particular training on how to evacuate the building, where personal safety equipment is located and how to read a material safety data sheet. They may also need training on how and when to call the local police, state authorities or the federal government as some agencies require immediate notifications when certain types of spills occur.
Your front-end manager needs to know what to do if they receive a bomb threat and what to do if they find a suspicious package in the workplace. In the case of a phone threat, they should know not to hang up the phone. They should know how to evacuate the building and who needs to be called immediately. The front-end manager should feel like they have the authority to act in a reasonable manner without feeling like they are going to have every move that they make questioned.
Weather emergencies may be among the most common emergencies that your manager may need to know how to cover. The type of weather emergency that they might face depends on where your store is located. Generally, make sure that everyone moves to a safe place as quickly as possible. Do not leave the safe zone until the threat has passed.
Your manager needs specific training in what to do in case of an accident. You should already have a form ready so that they can gather the most crucial information. They should make sure that the customer receives appropriate medical care. Writing everything down will help with recall at a later date.
There are many types of training that a front-end manager needs. These areas are often overlooked, so make sure that you set up appropriate procedures and cover them today.