Making Westpac branches safer

We developed a new training program to help employees manage customers with mental health and substance abuse concerns. So far we have delivered training to more than 50 braches nationwide. Staff report feeling safer and more in control of difficult customer interactions.

The Problem

Distressing incidents in retail branches

The Westpac Group had identified a rise in the number of aggressive customer incidents at a number of retail branches in Australia. These incidents were caused by customers or the public entering the branches either effected by substances or alcohol or with mental health issues. These interactions were distressing for Westpac employees and their customers alike.

The Solution

Training for branch staff nationwide

Westpac Group identified that extending the training that employees had already received in managing aggressive customers to understanding how people with mental health and or substance abuse concerns present, and how an early and supportive response, can reduce the likelihood of these interactions getting out of hand. The training can also enhance the support and response employees might receive during and after an incident.

Productivity Matters has provided this training to over 50 branches in each of the state’s larger cities and in regional locations.

The Outcome

This is what surveyed attendees had to say about the sessions we ran:

Would you recommend this training to colleagues?

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There is nothing we like more than to understand your organisations needs and create with you a unique solution that will result in a tangible uplift to the health, safety and productivity of your workforce.

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