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Training Module – Dealing with Irate Customers. By: Brooke Kehoe, Maggie Sherlinski, Marin Granteed, and Selena Beltran. Company Guidelines Greeting & Assisting Customers. Make people feel welcome Stop talking and start listening. Stop talking to me like I’m a charity case

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training module dealing with irate customers

Training Module – Dealing with Irate Customers

By: Brooke Kehoe, Maggie Sherlinski, Marin Granteed, and Selena Beltran

company guidelines greeting assisting customers
Company GuidelinesGreeting & Assisting Customers
  • Make people feel welcome
  • Stop talking and start listening.
  • Stop talking to me like I’m a charity case
  • Work hard to solve problems
videos that will be used
Videos that will be used
  • Viewing of videos
  • Discussion of videos
slide5

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

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

slide6

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

Video discusses good customer service

slide7

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

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

slide8

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

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

steps dealing with irate customer
Steps - Dealing with Irate Customer
  • Listen, Listen, Listen!
  • Empathize with the Customer
  • Never Take Things Personally
  • Get all of the Facts from all Sides
  • If the Facts Show the Company to be at Fault, Apologize
  • Inform the Customer on What You Can Do
  • Make Sure Your Solution Satisfies the Customer
empowering employees
Empowering Employees
  • What is employee empowerment?
  • How to empower employees?
making role playing the most meaningful training tool
Making role playing the most meaningful training tool
  • Role playing expectations
  • Effectiveness of role playing
  • Role playing guidelines