1 rich Libsyn https://www.libsyn.com 90 600 This is Chapter 25 in the book 'Walking Tour Guiding - the ultimate handbook'. Difficult questions come up in all customer service scenarios.&amp;nbsp; It is a tough topic, but a good guide is able to remove their emotion and understand why the person is asking the question.&amp;nbsp; That will help answer a difficult question appropriately. Get your copy of 'Walking Tour Guiding - the ultimate handbook' by Dawn Denton on Amazon or contact Dawn directly for online and in-person courses on: dawn@dawnadenton.com Destination Dawn http://destinationdawn.libsyn.com/website <iframe title="Libsyn Player" style="border: none" src="//html5-player.libsyn.com/embed/episode/id/23845922/height/90/theme/custom/thumbnail/yes/direction/forward/render-playlist/no/custom-color/88AA3C/" height="90" width="600" scrolling="no" allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen></iframe> https://assets.libsyn.com/secure/item/23845922