1. Lesson Objectives By the end of the lesson the learner will be able to Communicate with customers and present a positive image of the customer Plan task Rehearse task with partner

2. Task 2 – Dealing with an irate caller Assessment Criteria 1.Take into account of company procedures 2.Present a positive image 3.Demonstrate listening skills 4.Use an appropriate tone and manner at all times 5.Resolve any conflict appropriately 6.Summarise the situation, confirm any decisions, taken and agree any action points before closing the conversation

3. Planning and rehearsing the task Angry Customer Admin Assistant Introduction – name Explain problem – decide manner – angry, aggressive, upset Decide specific problems with the invoice – make up yourself Think about what you would like the company to do - compensation, what solution would you like to see Answer the call in the correct manner Use their name – personal details Apologise/Empathise - plan specific phrases Listen Actively – respond accordingly Question – ask what the problem is – identify specific questions Involve the customer – what would you like me to do Discuss solutions, offer choices Summarise situation and solutions – check customer happy. Refer to manager if unsure how to proceed Action - keep customer informed