Difficult guest, The

The aim
To achieve customer satisfaction by recognising, understanding and caring for difficult customers like they were guests.


About the programme
This insightful drama, the sequel to the worldwide bestsellerThe Guest, helps the viewer to look at each customer as if they were a guest in their home. It introduces three characters: a distracted guest, who brings many problems with him and needs to be cared for; the disappointed guest, who for one reason or another feels let down, not by what you say but 'how' it is said; and the disruptive guest, who needs to be dealt with on a personal level before his problem can be tackled.

The key messages are reinforced using the effective 'LAST' mnemonic. Staff will learn to 'Listen' to the customer, 'Apologise' personally, 'Solve' the problem, and 'Thank' the guests for their business, so achieving resolution of the problems - and satisfying the customer.

Suitable for front-line and customer-care staff in any organisation, this realistic drama uses memorable role-plays to enable trainers to explore, re-enact and discuss the issues the main programme raises.


The key outcomes
-Learn to understand and care for customers effectively
-Improve customer satisfaction and loyalty


Programme includes:
DVD (23 mins)
Role plays (13 mins)
User's guide
Workbook


Information:
A Media Partners production. Release date: 1996