This is the second book written by Vitaly Antoshchenko, a well-known Russian specialist in the field of service culture, a certified trainer and developer of corporate seminars on effective management and motivation, president of the United Consulting Group holding.The author offers a practical technology to solve one of the most difficult problems of any business providing goods or services - conflict situations with dissatisfied customers.What are the causes of angry customers? Is the phrase "The customer is always right" correct? How to behave during aggressive communication and after it? Who takes responsibility for solving the problem? Does an Angry Customer affect the prosperity of your enterprise?All the ideas and recommendations presented have been successfully tested by the author based on many years of practice.The book is addressed to both managers and professionals in the Russian business sphere, and ordinary employees of any company, as well as everyone who is not indifferent to the culture of Russian service and its worthy development.

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