1. Marci’s Clothing Training on Irate Customers Trainers: Brooke Kehoe Maggie Sherlinski Marin Granteed Selena Beltran

2. Marci’s Clothing Needs Assessment Methods Mission Statement Mission Statement Vision Vision Values Values

3. Needs Assessment Method Management sent out survey to see what areas needed most training Management sent out survey to see what areas needed most training Result: Employees needed training on how to deal with irate customers Result: Employees needed training on how to deal with irate customers

4. Trainee Position Deals with Irate Customers Deals with Irate Customers How to Handle Oneself How to Handle Oneself Importance of Customers Importance of Customers

5. Nature of the Trainee Ages 16-70+ Ages 16-70+ Need the proper KSA’s Marci’s Clothing requires Need the proper KSA’s Marci’s Clothing requires Knowledge Knowledge Skills Skills Abilities Abilities

6. Number of Trainees & Type of Organization There will be 10 employees participating in the training session There will be 10 employees participating in the training session Marci’s Clothing is a small retail store that sells clothing, shoes and accessories for all ages Marci’s Clothing is a small retail store that sells clothing, shoes and accessories for all ages

7. Training Location The location for the training session will be conducted in a training facility located at each individual branch The location for the training session will be conducted in a training facility located at each individual branch The training room is located in a room at the back of the store The training room is located in a room at the back of the store The setup is a horseshoe shape so the trainees and trainers could easily interact with eachother The setup is a horseshoe shape so the trainees and trainers could easily interact with eachother

8. Objectives of Training Understand, accept, and commitment to policies. Understand, accept, and commitment to policies. Handle disgruntled customers based on the information given during the training. Handle disgruntled customers based on the information given during the training. Make sure the trainee is able to apply role playing theories to the actual customer. Make sure the trainee is able to apply role playing theories to the actual customer. Help customers while staying within guidelines. Help customers while staying within guidelines.

9. Type of Training Activities Activity is based on psychomotor activities- movement or muscular activity associated with mental processes Activity is based on psychomotor activities- movement or muscular activity associated with mental processes Role Playing- allows employees to interact and practice the learned knowledge in a low pressure setting Role Playing- allows employees to interact and practice the learned knowledge in a low pressure setting

10. Length of Training The session will be held over one 8 hour day of Guest Services Training. The session will be held over one 8 hour day of Guest Services Training. It will begin from 8:30am-4:30pm It will begin from 8:30am-4:30pm

11. Topics Outline Training Module – Dealing with Irate Customers Training Module – Dealing with Irate Customers Company guidelines - greeting & assisting customers Company guidelines - greeting & assisting customers Company guideline on how to handle customer complaints Company guideline on how to handle customer complaints Discussion & Review of company guidelines Discussion & Review of company guidelines Videos that will be used Videos that will be used Viewing of videos Viewing of videos Discussion of videos Discussion of videos

12. Topics Outline Steps in Dealing with an Irate Customer Steps in Dealing with an Irate Customer Empowering Employees Empowering Employees Making role playing the most meaningful training tool Making role playing the most meaningful training tool

13. Dealing with Irate Customers Training Session Agenda - 8:30am- 4:30pm Dealing with Irate Customers Training Session Agenda - 8:30am- 4:30pm 8:30- 9:30: Ice Breaker 8:30- 9:30: Ice Breaker 9:30-9:40: Brief introduction will be given to pinpoint the key learning points for the day 9:30-9:40: Brief introduction will be given to pinpoint the key learning points for the day 9:40-10:30: Lesson on how to greet customers and assist customers according to company guidelines. 9:40-10:30: Lesson on how to greet customers and assist customers according to company guidelines. 10:30-12:00: Lesson on how to deal with an irate or angry customer 10:30-12:00: Lesson on how to deal with an irate or angry customer Videos & the company's policy will be thoroughly covered. 12:00-1:00: 1 Hour break for lunch 12:00-1:00: 1 Hour break for lunch

14. Dealing with Irate Customers Training Session Agenda - 8:30am-4:30pm 1:00-1:40: Discussion on empowering employees and the steps needed to handle an irate customer: 1:00-1:40: Discussion on empowering employees and the steps needed to handle an irate customer: 1:40-2:00: Trainee questions and answer period to clear up any confusion on how to deal with irate customers 1:40-2:00: Trainee questions and answer period to clear up any confusion on how to deal with irate customers 2:00-3:00: Role Plays: Different scenarios will be set up where the trainee will have to handle an irate customer’s complaint. 2:00-3:00: Role Plays: Different scenarios will be set up where the trainee will have to handle an irate customer’s complaint. 3:00-4:00: Trainers will critique the trainee’s role playing performance 3:00-4:00: Trainers will critique the trainee’s role playing performance 4:00-4:30: Open Forum for trainees to ask any type of questions before the end of the training session. 4:00-4:30: Open Forum for trainees to ask any type of questions before the end of the training session.

15. Ice Breaker Trainees sit in horseshoe Trainees sit in horseshoe Each trainee states worst customer service incident Each trainee states worst customer service incident Next, the other trainees will say how they would have handled the problem Next, the other trainees will say how they would have handled the problem After everyone has finished, the person who stated the problem will tell how they handled it, and if it worked or not After everyone has finished, the person who stated the problem will tell how they handled it, and if it worked or not This gives the trainees who already know each other a chance to see others views on handling a situation This gives the trainees who already know each other a chance to see others views on handling a situation

16. Training Strategy/Methodology Presentation Presentation Lecture Lecture Audiovisual Techniques Audiovisual Techniques Hands-on Hands-on Case Study Case Study Role Plays Role Plays Group Building Group Building Team Training-Coordination Training Team Training-Coordination Training

17. Training Technology/Media Multimedia Training Multimedia Training Audiovisual Audiovisual Different videos will be shown to visually show employees how others have handled difficult customer service situations Different videos will be shown to visually show employees how others have handled difficult customer service situations Computer based Computer based CD-ROM, e-interactive video, the Internet, video, virtual reality, and simulations. CD-ROM, e-interactive video, the Internet, video, virtual reality, and simulations.

18. Training Content/Activities Activity: Activity: Role Plays Role Plays Trainees will act out different customer service situations Trainees will act out different customer service situations Trainers will then critique the trainees performance during the role plays Trainers will then critique the trainees performance during the role plays Videos Videos

19. Training Content Company Guidelines – greeting and assisting customers Company Guidelines – greeting and assisting customers Company Guidelines – how to handle customer complaints Company Guidelines – how to handle customer complaints Steps in Dealing with an Irate Customers Steps in Dealing with an Irate Customers Empowering Employees Empowering Employees Making Role Playing the most meaningful training tool Making Role Playing the most meaningful training tool

20. Evaluation Procedures Kirkpatrick’s Four Level Framework of Evaluation Criteria Kirkpatrick’s Four Level Framework of Evaluation Criteria higher level outcomes should not be measured unless positive changes occur in lower level outcomes. higher level outcomes should not be measured unless positive changes occur in lower level outcomes. There will be a test given at the conclusion of the training session, which will be graded by the trainers. There will be a test given at the conclusion of the training session, which will be graded by the trainers. situational questions situational questions open ended forum open ended forum

21. Evaluation Procedures Skill Based Outcomes Skill Based Outcomes role playing simulations, role playing simulations, educational videos educational videos trainers will evaluate the trainees’ responses to the situation and critique their performance. trainers will evaluate the trainees’ responses to the situation and critique their performance.

22. Follow-Up Procedures An Evaluation will be given at the end of the session An Evaluation will be given at the end of the session Strongly Disagree Disagree Neither Agree Strongly Agree 1 2 3 4 5 1 2 3 4 5 1.) I had the knowledge and skills needed to learn in this training session. 1.) I had the knowledge and skills needed to learn in this training session. 2.) The facilities and equipment made it easy to learn. 2.) The facilities and equipment made it easy to learn. 3.) The course met all of the stated objectives. 3.) The course met all of the stated objectives. 4.) I clearly understood the course objectives. 4.) I clearly understood the course objectives. 5.) The way the training session was delivered was an effective way to learn. 5.) The way the training session was delivered was an effective way to learn.

23. Budget Training Budget.doc Training Budget.doc Training Budget.doc Training Budget.doc

24. Training Room Layout Horseshoe Shape Horseshoe Shape Helps trainees interact better with each other Helps trainees interact better with each other

25. Questions!?