Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often

Praise for How to Deal with Difficult Customers "The application of the ten key strategies in this book will help every sales professional learn how to deal wit

Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing cust

From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conver

Do you need to deliver an effective service to challenging and unreasonable internal or external clients? Do you worry that you'll lose business or take a reput