Developing Front-Line Employees to Manage Negative Customer to Customer Interactions in the Retail Industry: Lessons for Human Resource Development in responding to COVID-19,

This paper addresses how Human Resource Development (HRD) practitioners can support front-line retail employees in managing negative interactions between customers arising as a result of COVID-19. Drawing on research into front-line supermarket employees’ management of customer-to-customer interactions undertaken preCOVID-19, it identifies the limitations of existing HRD interventions focused on customer to employee interactions and the provision of scripts, and recommends development specific to the management of customer to customer interactions. In particular, it highlights the need for HRD practitioners to draw upon evidence from front-line employees when developing such interventions, and to empower front-line employees to adapt and develop responses appropriate to the specific interaction encountered.