Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most

Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to a

"We have all encountered angry people and each of us has, at times, felt angry. But today, anger seems to have become a more pervasive and sometimes violent pre

On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They