1)
Welcome/Introductions.
2) Write down one
experience you have had/seen in dealing with an irate customer.
What was their action?
What was your reaction?
What worked?
What didn’t work?
Discussion.
3)
How we typically handle irate customers.
4) A suggested
better way of handling irate customers.
5) 13 Subtle
Tips...
5) Role play.
Discussion.
6) Evaluation.
Summary. Close.