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[ WebToolTip.com ] Udemy - Mastering The Art Of Turning Angry Guests Into Happy Guests
Language: English | Size: 1.62 GB | Duration: 1h 44m
Learn proven techniques to handle guest complaints with empathy, confidence, and professionalism — and turn negative exp
What you'll learn
Understand the psychology behind guest anger and emotional triggers in hospitality.
Use empathy, tone, and language techniques to calm upset guests effectively.
Apply active listening and body language skills to build trust and defuse tension.
Identify hidden guest expectations to turn complaints into loyalty opportunities.
Requirements
No prior experience in guest relations or hospitality is required.
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FILE LIST
Filename
Size
~Get Your Files Here !/1 - Course Outline/1 - Course Outline.html
1.5 KB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/2 - 1-Why-Guests-Get-Angry-The-Hidden-Psychology-Behind-Hospitality-Conflicts.pdf
1.3 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/2 - Why guests get angry emotional triggers in hospitality.mp4
159 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/3 - 1-The-Hidden-Psychology-Behind-Guest-Complaints.pdf
1.2 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/3 - The difference between dissatisfaction and personal offense.mp4
43.8 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/4 - 1-The-Words-That-Make-Guests-Angrier.pdf
1 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/4 - Words and phrases you should avoid that can escalate anger.mp4
51 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/5 - 1-Words-That-Heal-Mastering-Guest-De-escalation.pdf
1.1 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/5 - Key phrases that help calm and reassure guests.mp4
53.1 MB
~Get Your Files Here !/2 - Understanding the Psychology of Anger in Guests/6 - Exercise.mp4
8.5 MB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/10 - 1-Transform-Guest-Complaints-into-Loyalty-with-Empathy.pdf
838.1 KB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/10 - Using empathy to shift the guests emotional state.mp4
51.7 MB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/11 - Exercise.mp4
8 MB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/7 - 1-Master-Your-Tone-to-Transform-Guest-Complaints.pdf
1 MB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/7 - Tone of voice techniques that reduce tension.mp4
73.1 MB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/8 - 1-Master-the-Art-of-Active-Listening.pdf
674.9 KB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/8 - Active listening without interrupting.mp4
291.5 MB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/9 - 1-How-to-Acknowledge-Emotions-Before-Solving-Problems.pdf
1.1 MB
~Get Your Files Here !/3 - Transforming High Temper into Calm Conversation/9 - How to acknowledge emotions before solving problems.mp4
40.8 MB
~Get Your Files Here !/4 - Best Body Language When Listening to Guest Complaints/12 - 1-Master-the-Art-of-Respectful-Body-Language.pdf
1.2 MB
~Get Your Files Here !/4 - Best Body Language When Listening to Guest Complaints/12 - Posture that shows respect and openness.mp4
143.5 MB
~Get Your Files Here !/4 - Best Body Language When Listening to Guest Complaints/13 - 1-The-Right-Distance-to-Stand-from-an-Upset-Guest.pdf
882.3 KB
~Get Your Files Here !/4 - Best Body Language When Listening to Guest Complaints/13 - The right distance to stand from an upset guest.mp4
49.4 MB
~Get Your Files Here !/4 - Best Body Language When Listening to Guest Complaints/14 - 1-Master-Your-Body-Language-to-Transform-Guest-Interactions.pdf
1 MB
~Get Your Files Here !/4 - Best Body Language When Listening to Guest Complaints/14 - Avoiding defensive or closed body language.mp4
150.6 MB
~Get Your Files Here !/4 - Best Body Language When Listening to Guest Complaints/15 - Exercise.mp4
8.3 MB
~Get Your Files Here !/5 - Eye Contact Techniques to Show Genuine Care/16 - 1-Master-the-Art-of-Non-Threatening-Eye-Contact.pdf
730 KB
~Get Your Files Here !/5 - Eye Contact Techniques to Show Genuine Care/16 - How to look at an angry guest without intimidating them.mp4
47.3 MB
~Get Your Files Here !/5 - Eye Contact Techniques to Show Genuine Care/17 - 1-Master-the-Soft-Eyes-Technique.pdf
744.2 KB
~Get Your Files Here !/5 - Eye Contact Techniques to Show Genuine Care/17 - The soft eyes method to convey empathy.mp4
41.2 MB
~Get Your Files Here !/5 - Eye Contact Techniques to Show Genuine Care/18 - 1-The-Art-of-Eye-Contact-in-Customer-Service.pdf
954.4 KB
~Get Your Files Here !/5 - Eye Contact Techniques to Show Genuine Care/18 - Balancing eye contact with respectful breaks.mp4
217 MB
~Get Your Files Here !/5 - Eye Contact Techniques to Show Genuine Care/19 - Exercise.mp4
8.1 MB
~Get Your Files Here !/6 - Identifying Guest Expectations During a Complaint/20 - How to ask guiding questions without sounding defensive.mp4
113.7 MB
~Get Your Files Here !/6 - Identifying Guest Expectations During a Complaint/21 - 1-Turning-Guest-Complaints-into-Success-Stories.pdf
1.2 MB
~Get Your Files Here !/6 - Identifying Guest Expectations During a Complaint/21 - Listening for hidden needs behind the complaint.mp4
44 MB
~Get Your Files Here !/6 - Identifying Guest Expectations During a Complaint/22 - 1-Beyond-the-Words-Understanding-What-Guests-Really-Need.pdf
1 MB
~Get Your Files Here !/6 - Identifying Guest Expectations During a Complaint/22 - Reading verbal and nonverbal cues to understand expectations.mp4
31.7 MB
~Get Your Files Here !/6 - Identifying Guest Expectations During a Complaint/23 - Exercise.mp4
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