• 7-10 customers who stop doing business with a company do so because of the way they were treated on the first contact.
  

• 96% of unhappy customers never complain about discourtesy, but 91% of them will not buy again from a business that offended them.
  

• Courting new business can cost up to five times more than resolving problems with current clients.
  

• 97 percent of all companies never formally train employees in the art of conflict resolution.
  
  

SUBJECT MATTER COVERED

• How to prevent 95% of all problems with customers
  
• How to build trust -- the glue of good customer relationships
  
• Take charge of your attitude (even if you’re having a bad day!)
  
• Giving the gift of honor
  
• Cultivating a great sense of humor -- the number one quality customers love!
  
• Clarify communication in conflict
  
• Calm angry people
  
• Create raving fans of your business
  
• Handle ornery people (and not let them get the best of you)
  
• Overcome burnout
  
• The 27 most important words.
  

(Special Bonus Section)

HOW TO HANDLE THE 10 MOST DIFFICULT PEOPLE:

• Abusive – cusses you out.
  
• Demanding – “I want it right now!”
  
• Rude People
  
• Liars
  
• Arrogant – “Do you know who I am!”
  
• Customer who doesn’t listen
  
• Whiners and Complainers
  
• Harassing/Threatening – “I’m coming down there with a gun”
  
• The Accuser – “What’s the matter with your warehouse?”
  
• The Discriminatory person – “I want to talk to a man”