Jill Anchor, the Director for Customer Relations at a Local

Essay

Jill Anchor, the Director for Customer Relations at a local department store (supply a name), asked you to propose a one-day workshop on anger management for the store's customer service associates. The major problem is that the associates find it difficult to deal with angry customers who sometimes become verbally abusive, on the telephone and in person. Prepare a proposal for Ms. Anchor.
• Topics to be covered: recognizing an angry customer, maintaining your cool, depersonalizing the situation
• Training methods: lectures by consultant and role-playing by trainees; all training materials supplied by consultant
• Time: 9 a.m. to 4 p.m. (15-minute break at 10 a.m. and 2:30 p.m.; lunch from 12 p.m. to 1 p.m.) on day agreed upon by you and the client
• Location: at client's training center
• Cost: $900 including materials supplied by consultant.