I've said it before and I'll shout it from the rooftops if i have to. My number one trick for Guest Services is super easy and hard all at once: Regardless of whether they are correct or incorrect, every guest (person if it's outside the dot) has a right to feel however they feel. Let them feel it. Let tgem vent or be angry or whatever. Keep your voice in a low tone and low volume (that way they have to be quieter to hear you). Don't roll your eyes, don't press your lips together or sigh or give any other outward appearance that they are upsetting you. We are so empowered and able to fix issues that I have a screamer max once a month. (Although that always seems to be when other tms are around.)
I've been off and on training cashiers for the desk for a few months (even though I'm not a mentor...), and I get very nervous when they don't ask questions. I can multitask and help my guest and you all at once. And, guess what, most of our guests are pretty freaking awesome such that they understand and appreciate it.
You sound like you'll be just fine. Ive been here for a year and three quarters. I still learn things almost every day. If not every day.
