1. Training Module – Dealing with Irate Customers By: Brooke Kehoe, Maggie Sherlinski, Marin Granteed, and Selena Beltran

2. Company Guidelines Greeting & 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 case Stop talking to me like I’m a charity case Work hard to solve problems Work hard to solve problems

3. Company guideline on how to handle customer complaints Discuss Guidelines Discuss Guidelines Review Guidelines Review Guidelines

4. Videos that will be used Viewing of videos Viewing of videos Discussion of videos Discussion of videos

5. This video is short and concise and discusses the right way to handle angry customers. http://www.youtube.com/watch?v=YSgSOAiWu74

6. Video discusses good customer service http://www.youtube.com/watch?v=YSgSOAiWu74

7. Video – How can we make sure each customer leaves the store happy? What is the next step? http://www.youtube.com/watch?v=YSgSOAiWu74

8. Video will add humor to the session in a way that dramatically shows how employees should not provide customer service. http://www.youtube.com/watch?v=YSgSOAiWu74

9. Steps - Dealing with Irate Customer 1. Listen, Listen, Listen! 2. Empathize with the Customer 3. Never Take Things Personally 4. Get all of the Facts from all Sides 5. If the Facts Show the Company to be at Fault, Apologize 6. Inform the Customer on What You Can Do 7. Make Sure Your Solution Satisfies the Customer

10. Empowering Employees What is employee empowerment? What is employee empowerment? How to empower employees? How to empower employees?

11. Making role playing the most meaningful training tool Role playing expectations Role playing expectations Effectiveness of role playing Effectiveness of role playing Role playing guidelines Role playing guidelines