THE FIVE HALF HOUR COURSES

Program Outline: 

In each session, you are the instructor, delivering hardhitting content and making weekly assignments. Allow approximately 25 minutes to present the lesson and 5 minutes to make assignments and wrap up.

— PROGRAM OUTLINE —

• Handling Irate Customers 101: Staying Calm in a Perfect Storm

• Handling Irate Customers 102: Laser Listening— What Are They Really Saying?

• Handling Irate Customers 103: Avoiding “Foot in Mouth” Disease

• Handling Irate Customers 104: Moving From Anger to Action

• Handling Irate Customers 105: Saying No Without Getting Punched Out

The following leader’s guide provides you with the materials you need to present these training modules.

Note that the slides and handouts are presented at the guide’s conclusion, with one handout per module. As always, feel free to customize the material to fit your team’s needs and your training style. Remember, in this

setting, you are the instructor who drives the content.

Why This Series?

When we asked young service employees what they most wanted to learn, hands down they responded, “How to handle angry customers.” They did not mean just complaining customers, or those with problems to be solved, but customers who are overtly irate, even hostile. So that is why the Stage 4 courses deal with this issue.