THE DIFFICULT GUEST: Understanding and Serving Difficult Customers

Our hapless hero Ken Sperling takes off on a routine business trip, and we tag along for another ride on his often strange but always entertaining flights of imagination. From The baggage line to The hotel lobby, from The bank to The health clinic, we encounter some very difficult customers and some very creative customer service solutions.

Outrageous comedy, customer interactions we can all relate to, and a cast of unforgettable characters all set a highly entertaining stage for some solid training on recognizing, understanding and taking care of difficult customers.

Guests don't ask for much. Customers just want to be treated like guests at home: They want to feel welcome, be taken care of, get what They came for, be thanked for Their visit and get invited back.

Guests don't start out wanting to be difficult. If They are identified early on and properly handled from The beginning, chances are you can turn things around. But…

Guests can be difficult in three ways:

• The Distracted Guest brings 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.

• The Disappointed Guest arrives with expectations. For one reason or another They end up feeling let down. Often, The problem is not what you do or say, but how you do or say it.

• The Disruptive Guest calls for emergency action. They feel ignored embarrassed, insulted, or unfairly treated. You have to deal with Them before you can deal with Their problem.

The Goal with any difficult guest is to make The relationship LAST:

• Listen to your customer.

• Apologize personally.

• Solve The problem

• Thank your guest for Their business.

Additional manuals and assessment guides are available separately.

THE GUEST Training Video

This best-selling, award-winning video is unquestionably one of the best customer service programs ever! Great customer service determines our fate. The fortunes of any business will rise or fall based on the level of service that it delivers to its customers. No matter how large or complex the business is, it usually comes down to one employee serving one customer one day at a time.

Great customer service is no great secret."Treat your customers as you would treat a guest in your home." That's the idea behind this hilarious customer service film. Our hapless hero takes us on a tour of his imagination to prove that everything we need to learn about great customer service, we already know.

This simple and entertaining message has changed The way thousands of corporations look at Their customers. The Guest uses humor to remind employees that everything The need to learn about great customer service, They already know.

Great customer service begins at home. We all know how to take care of a guest in our home: we welcome them, take care of their needs, thank them for coming, and invite them back. A guest at work is no different-it's that simple.

Great customer service is all in your mind. Each time a customer calls or walks in our door, we can decide how we're going to treat them: either as an interruption in our day or as a welcomed guest.

Learning Points:

Treating customers as guests is as simple as:

• Welcoming Them

• Using Their name

• Taking care of Their needs

• Thank customers and invite them back

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