The Difficult Guest

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.

KEY LEARNING POINTS

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.

INCLUDES

VHS or DVD
Workbook
10 pocket reminder cards

Style

Dramatic Vignettes w/Instruction

Uses

Customer Service
Dealing With Difficult or Angry Customers
Improving Sales, Attitude, and Service
Retail Training

Enterprise Media offers the following discounted pricing on this program (discounts applied at checkout):

Federal Government (10% off)
State and Local Government (10% off)
Federal Government (GSA) (10% off)
Non Profit (10% off)
University and Graduate School (10% off)
K-12 (10% off)
Consultants (10% off)

		Preview an excerpt of this program (.wmv) Download Windows Media Player

		The Difficult Guest - Part 1 (.wmv, registration required) Download Windows Media Player

		The Difficult Guest - Full Preview (.wmv) Download Windows Media Player