Training Module – Dealing with Irate Customers By: Brooke Kehoe, Maggie Sherlinski, Marin Granteed, and Selena Beltran
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
Company guideline on how to handle customer complaints • Discuss Guidelines • Review Guidelines
Videos that will be used • Viewing of videos • Discussion of videos
http://www.youtube.com/watch?v=YSgSOAiWu74 This video is short and concise and discusses the right way to handle angry customers.
http://www.youtube.com/watch?v=YSgSOAiWu74 Video discusses good customer service
http://www.youtube.com/watch?v=YSgSOAiWu74 Video – How can we make sure each customer leaves the store 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 shows how employees should not provide customer service.
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 • What is employee empowerment? • How to empower employees?
Making role playing the most meaningful training tool • Role playing expectations • Effectiveness of role playing • Role playing guidelines