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 video
1 Role-Play Video
1 Participant's Booklet
1 The Difficult Guest Leader's Guide
10 The Difficult Guest Pocket Cards

Purchase this program with The Guest and receive special discounted pricing.

Synopsis
Trainer's Review
Customer Reviews

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.

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.

The many parts of this comprehensive program can feel daunting.

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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.