This is Chapter 25 in the book 'Walking Tour Guiding - the ultimate handbook'.

Difficult questions come up in all customer service scenarios. It is a tough topic, but a good guide is able to remove their emotion and understand why the person is asking the question. 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:

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