In live performance, there are no second chances, no replays, and the interactions with guests are decisive. Training your staff with this idea in mind is helpful. It conveys an attitude that can carry a staff member though a difficult interaction. And live performance is, at its core, about communication. And just as rehearsal can so be important to a performance, training techniques such as role playing can be a key to creating effective communication skills.
Role playing allows the staff member to make mistakes before going head to head with a guest.
That is why cast or staff members need to understand that their performances cannot be dependent on whether they are having a good or bad day. The job is communication and the creation of an outstanding experience. Clearly it is an advantage to hire the right people. People who like people and can keep themselves calm when dealing with guests and their problems. People who smile during the interview process.