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The Difficult Guest
Program length: 22:00

Now with enhanced video quality

The Difficult Guest picks up where The Guest leaves off.

Combining outrageous comedy, customer interactions we can all relate to, and a cast of unforgettable characters, this video sets a highly entertaining stage for some solid customer service training on recognizing, understanding and taking care of difficult customers, because sometimes... it's your L.A.S.T chance.

The Difficult Guest shows us that guests don't ask for much: Customers just want to be treated like guests in your home. Guests don't start out wanting to be difficult. If they are identified early on and properly handled from the beginning, chances are that you can turn things around, But...

Guests can be difficult in three ways. The Distracted Guest brings all their problems with them. The Disappointed Guest arrives with certain expectations. The Disruptive Guest calls for emergency action. The key is to recognize your guest, so you can then help them solve their problem. Let The Difficult Guest training package show you how.

Humor and production value keep learners engaged. The Difficult Guest comes with extensive support materials including an additional role-play video, guide, workbook and reminder cards to make for a robust training workshop. This program is ideal for for managers, supervisors and front-line employees alike.

Also Available:
The Guest 2nd Edition
The Right Words at the Right Time: Customer Service Recovery for...
What Do You Say?

Languages Available (sold separately): English, Spanish (dubbed), Bahasa Indonesia (subtitled), Cantonese (dubbed), Chinese Simplified (subtitled), Dutch (subtitled), French Canadian (subtitled), Hebrew (subtitled)

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Honest opinions from the managers and employees who use our training products in the real world.
The Difficult Guest
reviewed by 8 people
    Trainer - Professional Trainer
Angry customers and comedy usually don't go together, but in The Difficult Guest, it's a formula for memorable training. An easy-to-remember process for salvaging a guest relationship and ways to handle disappointed guests are presented amidst outrageous and funny service encounters. The Difficult Guest should be required behavior-based training for any company that takes customer service seriously.

  • Hilariously illustrates just how difficult customers can be and using an easy-to-remember acronym (LAST), presents a simple and straightforward plan for dealing with them.
  • Supplemental role play video provides employees the opportunity to study customer problems and practice behaviors associated with desired outcomes.
  • The many parts of this comprehensive program can feel daunting.
2 out of 3 people thought the following review was helpful:
    Darlene Temple - President, OnTrak Training Inc.
As customer contact consultants, our company provides training for all aspects of customer service, whether it is via telephone, face to face interaction, or internal communication. Media Partners has played a vital role in the success of our company. We use 'The Difficult Guest' with every client. Dealing with difficult customers is one of the biggest customer service challenges employees face. By using the L.A.S.T. technique described in this film, diffusing anger becomes second nature. Not only do we get rave reviews every time we incorporate the film in our training programs, participants repeatedly tell us that they use the techniques from the film in their every day lives.
1 out of 1 people thought the following review was helpful:
    Becky Parker - Christian Health Care
I recently saw The Difficult Guest video at a dietary manager's meeting. I thought it was wonderful. It was as entertaining as it was informative. I would highly recommend it to every one.
    Cary Boser - Morrison County
I found The Difficult Guest to be both entertaining and informative. I have told everyone I work with how enjoyable this video is and I would love to get a copy to motivate my employees. I would recommend this video to everyone.
    Jesse Demers - Cape Cod Chamber of Commerce
The Difficult Guest was very well done. I am not only a student in customer service but I am also working on my communications major. So I believe from both aspects of the film, that this is done in great fashion and you should be proud to promote your product.
4 out of 6 people thought the following review was helpful:
    Deborah Duckson - VA Medical Center
I teach customer service to over 1700 employees. The Difficult Guest video gets the message across in an entertaining way that draws in the audience. It is a wonderful motivator.
    Tom Raffalski - Southwest Airlines
This is a great video. We used the 'original' Guest video in our training program this year and this is a great 'sequel' for next year. Not only is new information introduced, but the video does a good job of referring back to the original "Guest" concepts. The humor is great and gets people interested. The use of some of the same actors from the original video also is great and funny to see them in their new roles. A great presentation of realistic and practical approaches to dealing with all customers... whether or not they are dissatisfied. A must see for all Customer Service trainers!
    Petula McIntosh - Stewart Title
This video is definitely a winner. The subject matter was covered and repeated several times which allows the viewers to retain the information.