Keith Lee

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How to Take Care of the Ridiculous Customer

Previously, I’ve talked about the L.E.A.R. method for helping upset customers. L – Listen and don’t interrupt E – Empathize with something like, “I can understand why you’re upset.  I would be upset too.” A – Ask – What can I do to make you happy? R – Resolve –…

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Does Your Training Support You Goals?

This is an excerpt from the book “WAYMISH Why Are You Making It So Hard For Me To Give You My Money?”   We introduce a supermarket cashier to her job by showing her how to scan, how to handle change, checks, credit cards, returns and other necessary basic routines.  We…