Recent Book Review Blog Posts

31 Jul 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...]

24 Jun 10: Managing angry customers People buy on emotion. Relationships are based on emotion. What do you do when someone is really emotional? It might be a customer, staff member or spouse who... [More...]

20 Jun 10: Try it! Respond to the Emotion Alan did the first day of the TUF workshop and was sceptical about trying the idea of responding to the emotion when someone is upset. On the weekend between ... [More...]

The story of how the TUF: Thriving Under Fire programme can transform a business into an exciting customer focused enterprise.

Launched 3rd July 2009

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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Recent Book Review Blog Posts

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.

Launched 3rd July 2009

Just take me to the checkout so I canbuy the book now

Just take me to the checkout so I can
buy the book now