Handling Difficult Guest Situations Professionally

Handling Difficult Guest Situations Professionally

Responding to guests’ complaints professionally while remaining confident, competent, calm and in control is not an easy feat but can be accomplished with practice and perseverance. This workshop aims to furnish frontline staff with the tools to handle difficult guest situations delicately ensuring that not only bad service is restored but more importantly guests’ trust is reinstated. Staff will be taught how to take proactive steps to prevent a ‘broken’ service from escalating to the point of ‘no-return’ as well as how to solve guests’ problems skillfully and fairly in turn maximizing guest satisfaction.

Objectives & Methodology

On completion of this workshop, staff will have the confidence, knowledge and application skills in handling difficult guest situations in a professional manner. They will be able to manage and respond to complaints in a confident, professional, assertive and calm manner to minimise conflicts and maximise guest satisfaction. Action plans have been integrated into the workshop so as to reinforce the ability to apply learned strategies.

Course Outline

  • Identifying the FOUR Types of Difficult Guests
  • Personality Types of Guests
  • Anger Management Techniques
  • Handling Complaints Effectively
  • Elegantly Dealing with Irate Guests
  • Handling Difficult Callers
  • Proper Verbiages for Difficult Situations
  • The Broken Record Technique
  • EQ Vs. IQ in Dealing with Difficult Guests
  • Overcoming Fears & Barriers to Performance
  • Increasing Self-Confidence
  • Positive Thinking, the Key to Success
  • The Power of Empowerment
  • Superb Service Recovery!


  • 14 hours

Date of Workshop

  • To be confirmed

Time of Workshop

  • To be confirmed


  • $895 nett per participant


  • Available upon request


  •  To be confirmed

Dress Code

  • Business Casual Wear

Who Should Attend

  • Frontline Service Staff & Supervisors
  • Sales Staff
  • Receptionists & Call Centre Agents
  • Adults interested in honing their service recovery skills intheHospitality & Service Industries to gain a competitive advantage

Other Details

  • Investment includes two tea breaks and one lunch per day
  • A minimum of 16 participants is required before a class may commence
  • Bulk discounts available for organizations so please inquire within

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