An angry client, I love you. Antoshchenko V.A.

This is the second book written by Vitaly Antoshchenko, a famous Russian specialist in the field of service culture, certified coach and developer of corporate seminars for effective management and motivation, president of the United Consulting Group holding. The author offers practical technology to solve one of the most difficult tasks of any business that provides goods or services - conflict situations with dissatisfied customers. What are the reasons for the appearance of angry customers? Is the phrase “client is always right” true? How to behave with aggressive communication and after it? Who takes responsibility for solving the problem? Does an angry client affect the prosperity of your enterprise? All presented ideas and recommendations are successfully checked by the author based on many years of practice. The book is addressed to both the leaders and professionals of the Russian business sphere, as well as ordinary employees of any company, as well as to everyone who is not indifferent to the culture of the Russian service and its decent development.