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About

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

  •  DVD
  • Workbook
  • 10 pocket reminder cards
Topics
Customer Service
Sales Training
Uses
Retail Training
Dealing With Difficult or Angry Customers
Humorous Customer Service Videos
Release Date
Jan 1, 1996
Video Running Time (minutes)
23:00
Captioning
Closed Caption
Producer
Media Partners
Presentation Style
Dramatic Vignettes w/Instruction
Course ID
00051

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