Pleasing Your Hard-to-Please Customers
How to serve their needs -- and save your sanity

Learn how to gracefully take charge of difficult or uncomfortable situations involving impossible customers or clients. You'll discover new ways to "connect" with difficult customers ... and develop strategies that almost always lead to a positive resolution. Once you gain the skills to recognize problem customers and meet their needs, dealing with them gets a whole lot easier for everyone.

PROGRAM HIGHLIGHTS

• 8 types of tough customers -- and how to deal with each of them
• Ways to use complaining customers as quality-control checks
• Getting unhappy customers to feel you're on their side
• Specific words and phrases that work wonders in smoothing ruffled feathers