If It Wasn't For The Customers I'd Really LIke This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
by Robert Bacal
An absolutely ESSENTIAL book for anyone working with customers, even if your customers are internal to your own organization. Over 120 specific tactics will help you stay in control of difficult, angry or demanding customer situations, and it makes no difference whether you are in retail, service, or professional type environments. Save time, stress, and improve customer satisfaction.