Customer service is tough enough in the best of times, it becomes even more challenging and difficult if you have to deal with angry, upset, frightened or abusive customers. If you deal with difficult or angry customers, no doubt you understand the stress and frustration YOU feel as an employee, not to mention the sheer amount of time these customers can "eat up". Now you can learn to deal with hostile customers more professionally, and reduce the amount of stress and time associated with difficult customer service situations. The Defusing Hostile Customers Workbook will teach you how to deal with tough situations. We'll tell you what techniques you can use to get ranting customers to stop ranting, and start listening. We'll teach you to use very specific techniques to both calm people down, and shorten difficult interactions. We'll even help you have more confidence in tough situations, and provide workplace violence related safety tips.