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LOL, Well I guess we’ve all had tough days in the hospitality industry where keeping the customer calm, happy and satisfied seems like an all-consuming task. For the most part, people are lovely to deal with and genuinely appreciate our service. Occasionally their experience is impacted on by a shortfall in our delivery or they are already a bit “down” because of personal circumstances and we need to help them navigate their way through their experience in our establishment. This video touches on some helpful strategies and techniques that will assist you in managing conflict. Have a look at this and then visit our online knowledge test.