Thriving Under Fire: Turn Difficult Customers into Business Success by John Faisandier

Angry and upset customers are a challenge to any business. They cause stress for staff and, if not handled well, customers will tell others about their negative experiences. This book provides practical solutions to help you respond effectively to difficult customers and remain relatively stress-free, while giving good service. Through the story of the likeable characters in Sophie’s Café & Bar you will learn how to deal with the range of customers and emotions you are likely to encounter.You will discover how to:respond to upset customersengage with really angry peopledevelop empathy keep yourself stress-free, no matter what happensthink differently about challenging peopleimprove all your relationships – at work and at home