Dealing with Difficult Guests & Managing Their Expectations

As crew, dealing with difficult guests and owners is part of the territory. However there is often much more to understand how to be able to turn the situations and the people around. Some questions that are worth addressing, and will be looked at in this workshop include,

‘Is the guest being unreasonably demanding or are we not delivering on our promises?’

‘Is there a misunderstanding between what sales people promise, what our guests expect and what crew deliver?’

In most cases these situations occur because although our crew are technically able there is a lack of training in the soft skills needed to deal with these difficult situations and, a lack of understanding between the crew and the sales team. The workshop will improve communication skills, arm attendees with some proven techniques and increase their understanding of guest perspectives.

Facilitators