AGuidetoHandlingAlarmActivations
For every alarm activation, the nearest trained store associate should respond by following these
tips and guidelines:
• There is a chance that the staff has not deactivated/removed a tag.
• Keep the approach non confrontational.
• Walk calmly to the customer, do not run.
• Smile.
• Be friendly.
• Never touch the customer or stand too close…keep at arms length. Safety first!
• Apologize for the inconvenience and assume it is a store problem.
• Never embarrass or accuse the customer.
• Never make assumptions based on the customers appearance.
• Never raise your voice.
• Avoid words that will intensify the situation…words such as thief, problem, shoplifter,
security.
• Keep it simple, short and swe et.
After any tags have been dealt with, be sure to walk the purchase through yourself. You do not want
to further embarra ss the customer if there is still an issue.
Key phrases might include:
• “Sorry, we have made a mistake putting your items through our security system, please can you
come back and I’ll correct it.”
• “Would you mind if I take a look at your receipt so I can see who assisted you?”
• “Have you done any shopping elsewhere today?”
Things to remember:
• If a customer runs, follow your training procedure.
• Never put yourself in danger; if you are threatened, inform your manager immediately.
• Never try to physically restrain a customer.
• The tagging system does not alter your company policy for dealing with known shoplifters.
• The tagging system is a deterrent based, customer service tool.
• Remain vigilant on the store floor and report any suspicious behavior to your manager.
Remember always follow your own corporate policies and guidelines on approaching shoplifters.
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