Dealing with Irate Customers/Employees

Sample Agenda

1) Welcome/Introductions.  

2) Write down one experience you have had/seen in dealing with an irate customer/employee.  What was their action?  What was your reaction?  What worked?  What didn’t work?  Discussion.

3)  How we typically handle irate customers/employee.

4) A suggested better way of handling irate customers/employees.

5) 13 Subtle Tips...

5) Role play.  Discussion.

6) Evaluation. Summary. Close.