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The Difficult Guest

Full Package

When identified early on, and when properly handled from the beginning, difficult customers can be turned around. This unforgettable program provides solid skills for recognizing, understanding and taking care of the three main types of upset customers.

  • Prepares employees to handle unhappy customers
  • Shows how to solve problems with customers
  • Improves customer satisfaction and retention

This product does not have:
  • Sample Training Guide
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Difficult Guest, Full Package

Run time: 39 Minutes total running time

While they may seem demanding at times, "guests" don't really ask for much. They just want to be treated as if they were visitors in your home: they want to feel welcome, be taken care of, get what they came for, be thanked for their visits and invited back. And guests/customers don't necessarily want to be difficult.

Using humor and familiar scenarios, this program teaches viewers that guests can be difficult in three particular ways:
  • Distracted Guests bring all their problems with them. They simply haven't been properly welcomed to your world yet. All they need is to know that they're going to be personally taken care of while they're your guest.
  • Disappointed Guests arrive with expectations that, for one reason or another, end up not being met or fulfilled. They feel let down. Often, the problem is not in what you do or say, but in how you do or say it.
  • Disruptive Guests call for emergency action. They feel ignored or embarrassed, insulted or unfairly treated. You have to deal with them before you can deal with their problem.

The program goes beyond just describing how difficult "guests" behave, it teaches participants the strategies needed to turn a prickly customer situation into a smooth buying/selling transaction for all those involved.

A Media Partners Title


  • DVD containing Main Motivational Program and Training Role Plays
  • Leader's Guide
  • sample Participant Workbook
  • 10 Reminder Cards


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For Federal Government customers:

CRM Learning is a division of Media Partners Corporation and all government orders are invoiced by Media Partners.

Media Partners is registered with SAM.
Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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