Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To introduce participants to a simple 4-step process to follow when dealing with an unhappy customer.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels, especially those in a customer-facing role.

You'll Need:
• Flipchart and pens.

Notes:
This exercise works very well as a follow up to The Shoe Shop – A Customer Service Dilemma.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.