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Dealing With a Difficult Guest


This course will provide the knowledge and tools necessary to turn your raving guests into raving fans.


  • 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.


  1. Dealing With a Difficult Guest