It’s difficult to teach a team member how to handle a difficult guest. It can be terrifying for a first-time employee to face a mad mom. In this course, the learner literally interacts with an angry guest. They will learn how to change that guest from a raving mad customer into a raving fan using the techniques that are taught in this entertaining course.

Objectives

• Understand when a guest is too difficult and needs to be fired
• Learn about the effects of adrenaline and the fight or flight response.
• Learn 5 steps to empathetic listening.
• Understand how to use the EAR (empathize, assure, respect & resolve) Method.
• Obtain tips to calming your angry guests.