Lesson details

Dealing with unhappy customers is a reality of life in the hospitality industry, even when you do everything in your power to create a wonderful experience. Things go wrong occasionally or you become the outlet for frustrations that are beyond your control. What really matters in these situations is how you respond, so that the customer can leave on a positive note.

In this lesson, customer experience expert Amanda Stevens outlines three types of unhappy customers you might encounter and explains the best approach to take in each situation.

Learn hospitality skills for today’s world, including:

  • How to identify why your customer is unhappy
  • How to respond to different types of unhappy customers

Servers and managers, take your customer service skills to the next level with pointers from the industry’s best!


Amanda Stevens
Amanda Stevens is a full-time speaker on customer experience, the author of five bestselling books, and a regular media commentator on consumer behavior.
Read More