20 Feb 11: Silence or Violence A story in the Wellington Weekend paper told of a participant from the TV show New Zealand’s Next Top Model who spoke openly about other contestants. She... [ More...] 10 Feb 11: Being heard People need to be heard. The protests in Egypt show that if people are not acknowledged they will keep on expressing themselves until they are heard. Preside... [ More...] 1 Aug 10: Excellent service requires excellent communication I was staying in a hotel recently and rang down to the restaurant to order a meal which I said I would come down to eat immediately as I was going out shor... [ More...]
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Thriving Under Fire - The Book
The story of how the TUF: Thriving Under Fire programme can transform a business into an exciting customer focused enterprise.
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 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.
 The Team at Sophie's Cafe
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