Udemy - Mastering The Art Of Turning Angry Guests Into Happy Gues...

Files:

• Get Bonus Downloads Here.url (0.2 KB)
~Get Your Files Here ! 1 - Course Outline
• 1 - Course Outline.html (1.5 KB)
2 - Understanding the Psychology of Anger in Guests
• 2 - 1-Why-Guests-Get-Angry-The-Hidden-Psychology-Behind-Hospitality-Conflicts.pdf (1.3 MB)
• 2 - Why guests get angry emotional triggers in hospitality.mp4 (159.0 MB)
• 3 - 1-The-Hidden-Psychology-Behind-Guest-Complaints.pdf (1.2 MB)
• 3 - The difference between dissatisfaction and personal offense.mp4 (43.8 MB)
• 4 - 1-The-Words-That-Make-Guests-Angrier.pdf (1.0 MB)
• 4 - Words and phrases you should avoid that can escalate anger.mp4 (51.0 MB)
• 5 - 1-Words-That-Heal-Mastering-Guest-De-escalation.pdf (1.1 MB)
• 5 - Key phrases that help calm and reassure guests.mp4 (53.1 MB)
• 6 - Exercise.mp4 (8.5 MB)
3 - Transforming High Temper into Calm Conversation
• 10 - 1-Transform-Guest-Complaints-into-Loyalty-with-Empathy.pdf (838.1 KB)
• 10 - Using empathy to shift the guests emotional state.mp4 (51.7 MB)
• 11 - Exercise.mp4 (8.0 MB)
• 7 - 1-Master-Your-Tone-to-Transform-Guest-Complaints.pdf (1.0 MB)
• 7 - Tone of voice techniques that reduce tension.mp4 (73.1 MB)
• 8 - 1-Master-the-Art-of-Active-Listening.pdf (674.9 KB)
• 8 - Active listening without interrupting.mp4 (291.5 MB)
• 9 - 1-How-to-Acknowledge-Emotions-Before-Solving-Problems.pdf (1.1 MB)
• 9 - How to acknowledge emotions before solving problems.mp4 (40.8 MB)
4 - Best Body Language When Listening to Guest Complaints
• 12 - 1-Master-the-Art-of-Respectful-Body-Language.pdf (1.2 MB)
• 12 - Posture that shows respect and openness.mp4 (143.5 MB)
• 13 - 1-The-Right-Distance-to-Stand-from-an-Upset-Guest.pdf (882.3 KB)
• 13 - The right distance to stand from an upset guest.mp4 (49.4 MB)
• 14 - 1-Master-Your-Body-Language-to-Transform-Guest-Interactions.pdf (1.0 MB)
• 14 - Avoiding defensive or closed body language.mp4 (150.6 MB)
• 15 - Exercise.mp4 (8.3 MB)
5 - Eye Contact Techniques to Show Genuine Care
• 16 - 1-Master-the-Art-of-Non-Threatening-Eye-Contact.pdf (730.0 KB)
• 16 - How to look at an angry guest without intimidating them.mp4 (47.3 MB)
• 17 - 1-Master-the-Soft-Eyes-Technique.pdf (744.2 KB)
• 17 - The soft eyes method to convey empathy.mp4 (41.2 MB)
• 18 - 1-The-Art-of-Eye-Contact-in-Customer-Service.pdf (954.4 KB)
• 18 - Balancing eye contact with respectful breaks.mp4 (217.0 MB)
• 19 - Exercise.mp4 (8.1 MB)
6 - Identifying Guest Expectations During a Complaint
• 20 - How to ask guiding questions without sounding defensive.mp4 (113.7 MB)
• 21 - 1-Turning-Guest-Complaints-into-Success-Stories.pdf (1.2 MB)
• 21 - Listening for hidden needs behind the complaint.mp4 (44.0 MB)
• 22 - 1-Beyond-the-Words-Understanding-What-Guests-Really-Need.pdf (1.0 MB)
• 22 - Reading verbal and nonverbal cues to understand expectations.mp4 (31.7 MB)
• 23 - Exercise.mp4 (8.4 MB)
• Bonus Resources.txt (0.1 KB)