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The Difficult Guest (24 minutes)

The Difficult Guest training programme 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.

The Difficult Guest 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. 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 key is to recognize your guest so that you can then help them solve their problem.

Key Learning Points:

  • Listen and let them vent
  • Apologize for their trouble
  • Solve their problem
  • Thank them for their business


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Cutting Edge Communication Series

Global Workforce Innovator Laura Goodrich, internationally recognized in change and the future of work has helped hundreds of organizations drive positive change with her book and film, Seeing Red Cars. Creating a Mindset for Change with Seeing Red Cars has Laura coaching you through the strategies you need to create an environment of positive change, both personally and professionally.

Creating a Mindset for Change is a self-contained process that spaces the learning over time. You start your learning by accessing a mindtrigger, a bite-sized lesson that is either a video, audio or written lesson that can be completed in 3 to 8 minutes. After you complete the lesson you are prompted to answer a self-reflection question to make the content personal to your work and life. The online coaching is designed to first lead you through the methodology and next to provide you with the needed tools for real change.

Creating a Mindset for Change
Start Seeing Red Cars and focus on what you DO want! We have 3 Online Learning Processes:
The Complete Package (For Leaders)

Everything that you need to lead intentionally and engage your team to create a collective mindset for change. (35 Mindtriggers)

The Personal Package (For Individuals)

If you want an online learning process for yourself or your team members, this is for you. (27 Mindtriggers)

The Starter Package (For Everyone)

The budget option (but still great). (13 MIndtriggers)

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