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. If they are identified early on and properly handled from the beginning, chances are that you can turn things around, But...
Guests can be difficult in three ways, The Distracted Guest brings all their problems with them. The Disappointed Guest arrives with certain expectations. The Disruptive Guest calls for emergency action.
The Difficult Guest picks up where The Guest, leaves off. Combining outrageous comedy, customer interactions we can all relate to, and a cast of unforgettable characters, this video sets a highly entertaining stage for some solid customer service training on recognizing, understanding and taking care of difficult customers, because sometimes...it's your L.A.S.T chance.
Key Learning Points:
- Listen and let them vent
- Apologize for their trouble
- Solve their problem
- Thank them for their business