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Courses / The Difficult Guest
The Difficult Guest
4 Steps to Handling Difficult Customer Situations
22 minute streaming video
English and Spanish
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Do your employees have the skills to handle difficult guests properly?
.
Combining comedy, relatable examples, and a cast of unforgettable characters, The Difficult Guest sets the stage for solid training on recognizing, understanding and taking care of difficult customers. As the course explains...sometimes, the challenging situation you're in is your L.A.S.T chance to keep the customer.
Picking up where The Guest left off, this program shows us that guests don't ask for much: Customers just want to be treated like guests in your home. Guests don't start out wanting to be difficult. But if and when they become difficult, it's critical they be handled properly from the beginning.
Guests can be difficult in three ways.
1. The Distracted Guest brings all their problems with them.
2. The Disappointed Guest arrives with certain expectations.
3. The Disruptive Guest calls for emergency action.
The key is to recognize which type of difficult guest you're dealing with so you can then help solve their problem. The Difficult Guest training teaches how using this 4-step process:
- Listen and let them vent
- Apologize for their trouble
- Solve their problem
- Thank them for their business
The training is ideal for for managers, supervisors and front-line employees.
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