0 How to handle complaints focusing on techniques for dealing with different customer types according to their needs (e.g. dealing with small customers compared to dealing with signicant customers such as Yore Mine Co.) 0 Policy and procedures to handie customer complaints (Appendix 3) During the meeting: Make Mary feel comfortable. do not be Judgemental. Ask Mary questions to understand her perspective Coach Mary Agree with Mary on a plan to improve her performance (2-3 key actions with timelines) After the meeting: Record the outcome of the meeting with Mary: 0 Reasons for underperformance (23.) 0 Agreed actions for improvement with timelines (2-3) Record of the outcome of the meeting with Mary