After viewing the clip from Fast times at Ridgemount High there are several things Dennis could have done to rectify the situation. First, it is a managers job to make sure the employees are properly trained; however, it appeared that Brad was not trained on how to handle customer complaints or dissatisfied customers. For example, Brad did not know where to find the customer complaint forms or how to refund the customer's money. He also allowed the situation to escalate to the point it caused him to loose his cool. Therefore, making sure the employees know how to handle dissatisfied customers and when to ask the manager for assistance is important. Second, Dennis communication skills could use some work. He suffered from a case of selective
