VR Training Helps Retail Staff Handle Aggression
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Australian retailers are adopting virtual reality training to help employees respond effectively to aggressive customers, especially during high-demand holiday periods. A VR platform designed for retail, hospitality, and healthcare immerses staff in realistic conflict scenarios, enabling them to practice handling irate individuals safely.
Pilot programs have demonstrated that immersive VR experiences create emotional engagement, helping employees retain knowledge and apply conflict-resolution skills in real situations. At a major national discount chain, staff confidence in managing aggressive customers rose significantly after completing VR modules. The tool also shows potential to improve morale, reduce absenteeism, and decrease burnout among frontline employees.
The technology has become an increasingly popular option for training staff in customer-facing roles. Retailers are also exploring complementary AI solutions to handle high-volume inquiries, allowing staff to focus on more complex interactions.
