If you have been a tour leader, tour guide or tour director for any length of time, there is a pretty good chance you’ve had to deal with an angry customer. And I don’t mean a disappointed or slightly irritated client either – I mean REALLY angry. Well, it turns out that there are things that we as tour guides can train ourselves to do when faced with this kind of emotion. I’ll let you in on two little words that can make a WORLD of difference. And guess what? We’ll even get a quote and terrible impersonation of Lao Tzu! Alright! Now that’s the kind of tour guide training I can get behind. This week’s Tour Guide TV, not to be missed! -Kelsey T Finished Listening? Let me know in the comments how you deal with an angry or upset guest! Any horror stories you want to share? = )   Full Video of the Episode   Leave a comment or read what others have shared about this episode