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The Difficult Guest - Role Play - Full Preview

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Satisfy difficult customers by treating them as guests. In this humorous sequel to the best-selling video The Guest, host Ken Sperling encounters a variety of unforgettable characters and their customer service problems.

Learn how to identify Distracted Guests who bring their problems with them; Disappointed Guests whose expectations haven’t been met; and Disruptive Guests who feel ignored, embarrassed, insulted, or unfairly treated.

Each situation demonstrates key points for recognizing and serving difficult customers.


  • Identify difficult guests and diffuse potential problems
  • Satisfy disappointed guests by empathizing with them
  • Calm disruptive guests and help solve their problems
  • Listen, apologize, solve and thank
  • Build customer relationships with L.A.S.T.


  •  DVD
  • Workbook
  • 10 pocket reminder cards X

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Yes, we do still include a popcorn package with each DVD purchase. It’s our way of saying "thank you" for being our customer! X

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