Marci’s ClothingMarci’s ClothingTraining on Irate Training on Irate

CustomersCustomersTrainers:Trainers:

Brooke KehoeBrooke KehoeMaggie SherlinskiMaggie SherlinskiMarin GranteedMarin GranteedSelena BeltranSelena Beltran

Marci’s Clothing Needs Assessment Marci’s Clothing Needs Assessment MethodsMethods

  Mission StatementMission Statement

VisionVision

ValuesValues

Needs Assessment MethodNeeds Assessment Method Management sent out survey to see what areas Management sent out survey to see what areas

needed most trainingneeded most training

Result: Employees needed training on how to Result: Employees needed training on how to deal with irate customersdeal with irate customers

Trainee PositionTrainee Position Deals with Irate CustomersDeals with Irate Customers

How to Handle Oneself How to Handle Oneself

Importance of CustomersImportance of Customers

Nature of the TraineeNature of the Trainee Ages 16-70+Ages 16-70+ Need the proper KSA’s Marci’s Clothing Need the proper KSA’s Marci’s Clothing

requiresrequires KnowledgeKnowledge SkillsSkills AbilitiesAbilities

Number of Trainees & Type of Number of Trainees & Type of OrganizationOrganization

There will be 10 employees participating in There will be 10 employees participating in the training sessionthe training session

Marci’s Clothing is a small retail store that Marci’s Clothing is a small retail store that sells clothing, shoes and accessories for all sells clothing, shoes and accessories for all agesages

Training LocationTraining Location The location for the training session will be The location for the training session will be

conducted in a training facility located at each conducted in a training facility located at each individual branchindividual branch

The training room is located in a room at the The training room is located in a room at the back of the storeback of the store

The setup is a horseshoe shape so the trainees The setup is a horseshoe shape so the trainees and trainers could easily interact with and trainers could easily interact with eachothereachother

Objectives of TrainingObjectives of Training Understand, accept, and commitment to policies.Understand, accept, and commitment to policies.

Handle disgruntled customers based on the Handle disgruntled customers based on the information given during the training.information given during the training.

Make sure the trainee is able to apply role playing Make sure the trainee is able to apply role playing theories to the actual customer. theories to the actual customer.

Help customers while staying within guidelines. Help customers while staying within guidelines.

Type of Training ActivitiesType of Training Activities Activity is based on psychomotor activities- Activity is based on psychomotor activities-

movement or muscular activity associated with movement or muscular activity associated with mental processesmental processes

Role Playing- allows employees to interact and Role Playing- allows employees to interact and practice the learned knowledge in a low pressure practice the learned knowledge in a low pressure settingsetting

Length of TrainingLength of Training

The session will be held over one 8 hour day The session will be held over one 8 hour day of Guest Services Training. of Guest Services Training.

It will begin from 8:30am-4:30pmIt will begin from 8:30am-4:30pm

Topics OutlineTopics Outline Training Module – Dealing with Irate Training Module – Dealing with Irate

CustomersCustomers Company guidelines - greeting & Company guidelines - greeting &

assisting customersassisting customers Company guideline on how to handle Company guideline on how to handle

customer complaintscustomer complaints Discussion & Review of company guidelinesDiscussion & Review of company guidelines

Videos that will be usedVideos that will be used Viewing of videosViewing of videos Discussion of videosDiscussion of videos

Topics OutlineTopics Outline Steps in Dealing with an Irate CustomerSteps in Dealing with an Irate Customer

Empowering EmployeesEmpowering Employees

Making role playing the most meaningful Making role playing the most meaningful training tooltraining tool

Dealing with Irate Customers Training Session Agenda - 8:30am-Dealing with Irate Customers Training Session Agenda - 8:30am-4:30pm 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 9:30-9:40: Brief introduction will be given to pinpoint the key

learning points for the day learning points for the day

9:40-10:30: Lesson on how to greet customers and assist 9:40-10:30: Lesson on how to greet customers and assist customers according to company guidelines. customers according to company guidelines.

    10:30-12:00: Lesson on how to deal with an irate or angry 10:30-12:00: Lesson on how to deal with an irate or angry

customer customer Videos & the company's policy will be thoroughly covered. 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    

Dealing with Irate Customers Training Session Agenda Dealing with Irate Customers Training Session Agenda - 8:30am-4:30pm- 8:30am-4:30pm

1:00-1:40: Discussion on empowering employees and the steps 1:00-1:40: Discussion on empowering employees and the steps needed to handle an irate customer:needed to handle an irate customer:

1:40-2:00: Trainee questions and answer period to clear up any 1:40-2:00: Trainee questions and answer period to clear up any confusion on how to deal with irate customers confusion on how to deal with irate customers

    2:00-3:00: Role Plays: Different scenarios will be set up where the 2:00-3:00: Role Plays: Different scenarios will be set up where the

trainee will have to handle an irate customer’s complaint. trainee will have to handle an irate customer’s complaint.     3:00-4:00: Trainers will critique the trainee’s role playing 3:00-4:00: Trainers will critique the trainee’s role playing

performance performance     4:00-4:30: Open Forum for trainees to ask any type of questions 4:00-4:30: Open Forum for trainees to ask any type of questions

before the end of the training session. before the end of the training session.

Ice BreakerIce 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 Next, the other trainees will say how they would have handled the problemthe problem

After everyone has finished, the person who stated the After everyone has finished, the person who stated the problem will tell how they handled it, and if it worked or notproblem will tell how they handled it, and if it worked or not

This gives the trainees who already know each other a chance to This gives the trainees who already know each other a chance to see others views on handling a situationsee others views on handling a situation

Training Strategy/MethodologyTraining Strategy/Methodology

PresentationPresentation LectureLecture Audiovisual TechniquesAudiovisual Techniques

Hands-onHands-on Case StudyCase Study Role Plays Role Plays

Group BuildingGroup Building Team Training-Coordination Team Training-Coordination TrainingTraining

Training Technology/MediaTraining Technology/Media Multimedia TrainingMultimedia Training

AudiovisualAudiovisual Different videos will be shown to visually show employees how Different videos will be shown to visually show employees how

others have handled difficult customer service situationsothers have handled difficult customer service situations

Computer basedComputer based CD-ROM, e-interactive video, the Internet, video, virtual reality, CD-ROM, e-interactive video, the Internet, video, virtual reality,

and simulations. and simulations.

Training Content/ActivitiesTraining Content/Activities Activity:Activity:

Role PlaysRole Plays Trainees will act out different customer service Trainees will act out different customer service

situationssituations Trainers will then critique the trainees performance Trainers will then critique the trainees performance

during the role playsduring the role plays VideosVideos

Training ContentTraining Content Company Guidelines – greeting and assisting customersCompany Guidelines – greeting and assisting customers

Company Guidelines – how to handle customer complaintsCompany Guidelines – how to handle customer complaints

Steps in Dealing with an Irate CustomersSteps in Dealing with an Irate Customers

Empowering EmployeesEmpowering Employees

Making Role Playing the most meaningful training toolMaking Role Playing the most meaningful training tool

Evaluation ProceduresEvaluation Procedures Kirkpatrick’s Four Level Framework of Kirkpatrick’s Four Level Framework of

Evaluation Criteria Evaluation Criteria higher level outcomes should not be measured unless higher level outcomes should not be measured unless

positive changes occur in lower level outcomes. positive changes occur in lower level outcomes. There will be a test given at the conclusion of There will be a test given at the conclusion of

the training session, which will be graded by the training session, which will be graded by the trainers .the trainers .

situational questions situational questions open ended forum open ended forum

Evaluation ProceduresEvaluation Procedures Skill Based OutcomesSkill Based Outcomes

role playing simulations,role playing simulations,

educational videos educational videos

trainers will evaluate the trainees’ responses to the trainers will evaluate the trainees’ responses to the situation and critique their performance. situation and critique their performance.

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

BudgetBudget Training Budget.doc

Training Room LayoutTraining Room Layout Horseshoe ShapeHorseshoe Shape

Helps trainees interact better with each otherHelps trainees interact better with each other

Questions!?Questions!?