Training Module – Training Module – Dealing with Irate Dealing with Irate

CustomersCustomersBy: Brooke Kehoe, Maggie By: Brooke Kehoe, Maggie

Sherlinski, Marin Granteed, and Sherlinski, Marin Granteed, and Selena BeltranSelena Beltran

Company GuidelinesCompany GuidelinesGreeting & Assisting CustomersGreeting & Assisting Customers

Make people feel welcome Make people feel welcome Stop talking and start listening.Stop talking and start listening. Stop talking to me like I’m a charity caseStop talking to me like I’m a charity case Work hard to solve problemsWork hard to solve problems

Company guideline on how to Company guideline on how to handle customer complaintshandle customer complaints

Discuss GuidelinesDiscuss Guidelines

Review GuidelinesReview Guidelines

Videos that will be usedVideos that will be used

Viewing of videosViewing of videos

Discussion of videosDiscussion of videos

This video is short and concise and discusses the right way to This video is short and concise and discusses the right way to handle angry customers. handle angry customers.

http://www.youtube.com/watch?v=YSgSOAiWu74

Video discusses good customer serviceVideo discusses good customer service

http://www.youtube.com/watch?v=YSgSOAiWu74

Video – How can we make sure each customer leaves the store Video – How can we make sure each customer leaves the store happy? What is the next step?happy? What is the next step?

http://www.youtube.com/watch?v=YSgSOAiWu74

Video will add humor to the session in a way that dramatically Video will add humor to the session in a way that dramatically shows how employees should not provide customer service.shows how employees should not provide customer service.

http://www.youtube.com/watch?v=YSgSOAiWu74

Steps - Dealing with Irate Steps - Dealing with Irate CustomerCustomer

1.1. Listen, Listen, Listen!Listen, Listen, Listen!2.2. Empathize with the CustomerEmpathize with the Customer3.3. Never Take Things PersonallyNever Take Things Personally4.4. Get all of the Facts from all SidesGet all of the Facts from all Sides5.5. If the Facts Show the Company to be at If the Facts Show the Company to be at

Fault, ApologizeFault, Apologize6.6. Inform the Customer on What You Can DoInform the Customer on What You Can Do7.7. Make Sure Your Solution Satisfies the Make Sure Your Solution Satisfies the

CustomerCustomer

Empowering EmployeesEmpowering Employees

What is employee empowerment? What is employee empowerment?

How to empower employees?How to empower employees?

Making role playing the most Making role playing the most meaningful training toolmeaningful training tool

Role playing expectationsRole playing expectations

Effectiveness of role playingEffectiveness of role playing

Role playing guidelinesRole playing guidelines