If you ever have to deal with customers in your job, know that sometimes customers get upset. As the contact point with your customer, you are your company. It is up to you to address the situation tactfully and quickly, then do your best to keep that customer coming back. Anyone who deals with the public needs to know how to deal with this situation and learn how to avoid it in the future. Learning to calm an upset personal is not easy, but is something that everyone can learn. While there is no single technique that works with every upset person, there are skills that can be mastered with a positive attitude and practice. The ideas presented here have been useful to people in every industry - retail, banking, insurance, medicine, government, and hospitality - to help build customer loyalty and strong customer relations. CALMING UPSET CUSTOMERS is an easy-t-read, interactive book that teaches you how to turn a dissatisfied customer into a satisfied one