- The Difficult Guest's Key Learning Points...
- Listen and let them vent
- Apologize for their trouble
- Solve their problem
- Thank them for their business
The Difficult Guest video
A MEDIA PARTNERS release
Languages: English, French Canadian, Spanish, Dutch, Cantonese
Length: 22:00
The Difficult Guest training video 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 you can then help them solve their problem. Let The Difficult Guest training package show you how.
Purchase Package Includes
- 1 The Difficult Guest training video
- 1 The Difficult Guest Role-Play Video
- 1 Participant's Booklet
- 1 The Difficult Guest Leader's Guide
- 10 The Difficult Guest Pocket Cards
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| Suggested Uses: | Customer service training workshops, customer recovery training workshops, employee meetings |
| Business Needs: | Decreasing customer walk-outs and customer dissatisfaction; positively impact the bottom line by reducing costs associated with loss of existing customers due to service problems. |
| Training Needs: | Customer service; dealing with difficult customers and customer problems |
| Audience: | All front-line employees and their managers |
With outrageous comedy and customer and employee interactions we can relate to, The Difficult Guest presents a straightforward, easy-to-remember approach for making our relationships with difficult customers LAST. The workbook, user's guide, and supplemental role-play video make it easy for trainers and managers to offer solid behavioral training that reinforces the concepts outlined in the film. I believe The Difficult Guest should be a standard offering for any company that truly cares about its customers and its employees...
Angry customers and comedy usually don't go together, but in The Difficult Guest, it's a formula for memorable training. An easy-to-remember process for salvaging a guest relationship and ways to handle disappointed guests are presented amidst outrageous and funny service encounters. The Difficult Guest should be required behavior-based training for any company that takes customer service seriously.
- PROS
- Hilariously illustrates just how difficult customers can be and using an easy-to-remember acronym (LAST), presents a simple and straightforward plan for dealing with them.
- Supplemental role play video provides employees the opportunity to study customer problems and practice behaviors associated with desired outcomes.
- CONS
- The many parts of this comprehensive program can feel daunting.
reviewed by 8 people
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2 out of 3 people thought the following review was helpful:
Darlene Temple(President, OnTrak Training Inc.)
As customer contact consultants, our company provides training for all aspects of customer service, whether it is via telephone, face to face interaction, or internal communication. Media Partners has played a vital role in the success of our company. We use 'The Difficult Guest' with every client. Dealing with difficult customers is one of the biggest customer service challenges employees face. By using the L.A.S.T. technique described in this film, diffusing anger becomes second nature. Not only do we get rave reviews every time we incorporate the film in our training programs, participants repeatedly tell us that they use the techniques from the film in their every day lives.
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1 out of 1 people thought the following review was helpful:
Becky Parker(Christian Health Care)
I recently saw The Difficult Guest video at a dietary manager's meeting. I thought it was wonderful. It was as entertaining as it was informative. I would highly recommend it to every one.
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Cary Boser(Morrison County)
I found The Difficult Guest to be both entertaining and informative. I have told everyone I work with how enjoyable this video is and I would love to get a copy to motivate my employees. I would recommend this video to everyone.
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Jesse Demers(Cape Cod Chamber of Commerce)
The Difficult Guest was very well done. I am not only a student in customer service but I am also working on my communications major. So I believe from both aspects of the film, that this is done in great fashion and you should be proud to promote your product.
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4 out of 6 people thought the following review was helpful:
Deborah Duckson(VA Medical Center)
I teach customer service to over 1700 employees. The Difficult Guest video gets the message across in an entertaining way that draws in the audience. It is a wonderful motivator.
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Tom Raffalski(Southwest Airlines)
This is a great video. We used the 'original' Guest video in our training program this year and this is a great 'sequel' for next year. Not only is new information introduced, but the video does a good job of referring back to the original "Guest" concepts. The humor is great and gets people interested. The use of some of the same actors from the original video also is great and funny to see them in their new roles. A great presentation of realistic and practical approaches to dealing with all customers... whether or not they are dissatisfied. A must see for all Customer Service trainers!
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Petula McIntosh(Stewart Title)
This video is definitely a winner. The subject matter was covered and repeated several times which allows the viewers to retain the information.
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