To assess the learners knowledge of the behaviour of angry or upset customers and how to effectively communicate to customers
Suicidal
As though they need a drink
Frustrated
Unloved
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That they want to be acknowledged
That they want to get what they can for free
To upset as many people as possible
To have an alcoholic drink to calm their nerves
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We can predict what they want from us
We can sell them extra items
They don't upset us
We can provide them with the best service possible
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So that they do not hit you
So that you look the bigger person in the situation
As problems can escalate as one person triggers the other
So that you are not reported to senior management
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