Thriving Under Fire
This book provides practical solutions to assist you to respond effectively to difficult customers, and remain relatively stress-free, while giving good service.
Through the story of the likeable characters in Sophie’s Cafe & Bar you will learn how to deal with the range of customers and emotions that you are likely to encounter.
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 is engaging, easy to read and teaches a great deal through the story it weaves.