- First Line Of Defense
- Never Let Your Guard Down
- What's Happening Outside The Store?
- Using Pulse To Help Identify Suspicious Activity
- Trust Your Gut!
- That's When Your Instincts Must "Kick-in"
- There Are Some Things You Can Do To Help Make Each Delivery A Safe And Customer-Friendly One:
- Store Robbery Prevention Best Practices
- Suspect ID Sheet
First Line Of Defense
CSRs have a very important job. Sure... it's their job to make sure the customer's order is entered into pulse correctly, but it's so much more than that. Not only are CSRs responsible for helping set the tone for the customer's experience with us, but they are also the first line of defense against robbery "set-ups." Fortunately we have some tools, that when used effectively, can help protect our team members.
Never Let Your Guard Down
You may be lucky enough to work in an area where being concerned about safety and loss prevention doesn't seem like a priority. That's great... but don't be fooled. Don't let the fact that you aren't - or haven't been - exposed to drive-by shootings, muggings, or robberies cause you to be indifferent about safety. People have been robbed, assaulted - and killed- all across the country, in all types of areas from urban to rural to "nice" neighborhoods. This isn't meant to scare you; it's meant to convey the message that safety should always be your first priority.
What's Happening Outside The Store?
Be aware of people who appear to be loitering or watching the store. (It could be completely innocent, but it could also be a robber waiting for the right moment to make his or her move.)
Have you noticed the same car passing by the store repeatedly? (Again... innocent, or a future robbery attempt?) Bring these Types of activities to your manager's attention.
Using Pulse To Help Identify Suspicious Activity
Caller ID is not there simply to make it easier for you to enter the customer's information into the computer system. It's a safety feature; use it as such. See below for some tips on how to use Caller ID as a safety feature.
Trust Your Gut!
Some of your best tools are your own instincts. We all have instincts... that inner voice that tells us something isn't quite right. Sometimes we're just not sure what to make of it. It's important to be aware of some of the signs of robbery set-ups, so if/when you hear the, you'll recognize them for their potential danger. Listen closely to what the customer says on the phone. (sometimes would-be robbers do everything short of announcing they're planning to rob the delivery expert.) Continue for some indications of potential problems...
That's When Your Instincts Must "Kick-in"
None of these situations mean you're absolutely dealing with a robbery set-up. You may encounter any of these circumstances for perfectly legitimate deliveries. That's when your instincts must "kick-in". If the delivery instructions or phone number the customer gives doesn't match the Caller ID or customer history information, and you encounter any of the previous scenarios - or any other scenario that just doesn't "feel right" - take additional precautions before sending your fellow team member to a potentially dangerous meeting:
- Tell the manager in charge, as well as, the assigned delivery expert about the details of the call so they can take appropriate safety measures
- Let the customer know that you'll be making a security callback to confirm the order, order total, delivery instructions, etc.
There Are Some Things You Can Do To Help Make Each Delivery A Safe And Customer-Friendly One:
- After confirming the customer's order, remind them that because the delivery expert carries no more than $20 with which to make change, we ask that payment is made using the smallest bill(s) possible. If the customer is paying with a credit card, they must be able to present the card, as well as, photo ID matching the name on the card.
- If the delivery will be made at dusk or later, ask the customer to turn on their porch light.
- Ask the customer to be watching for our delivery expert and make sure that they get safety to and from their vehicle.
Store Robbery Prevention Best Practices
Below are suggested Best Practices, which if followed, potentially could help reduce the risk of robbery.
Suspect ID Sheet
It is important to familiarize yourself with the Suspect ID Sheet prior to needing it. In the event of a robbery, you will probably feel shaken-up, and rightfully so. Knowing what to look for and where to find these ID sheets in the store could assist the police in finding the suspect.
Try to pay attention to as much information as you can, without being obvious. Fill this form out right away after the suspect leaves. Pay attention things like; sex, race, age, height, weight, hair/facial hair, eyes, glasses, tattoos, scars/marks, specifics about their outfit, and weapon, if you are able to.
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