The National Business Crime Centre (NBCC) has commissioned a series of videos designed as a training aid for those working in the retail sector to empower employees in the areas of personal safety and de-escalation, saying no - refusing service, deterring and interacting with thieves and handling disruptive behaviour. The videos have been created as part of a ’One Stop Shop’ to tackle business crime.

According to the Association of Convenience Stores 2022 Crime Report, there were 970,000 incidents of theft, 800,000 incidents of verbal abuse and over 9,000 robberies recorded last year while research from The Institute of Customer Service revealed that 44% of frontline service staff have experienced hostility from customers in the past six months, a rise from 35% in February.

The videos are designed to be a guide for retailers and their staff on how to recognise and avoid potentially dangerous situations.

Saying ‘No’

Dealing and interacting with suspected thieves

Source: GettyImages-1003561604

Personal safety and de-escalation

Source: GettyImages-1209967240


The NBBC advises retailers to always report crime to police. This allows police to capture the data and understand the full scale of the crime, which in turn informs their resources and tactics to tackle it. When a crime is taking place, dial 999 in an emergency. You can also report to the Police on 101 or alternatively, you can report online at: