The book is about me, Sophie and the problems I used to have - but not any more!

What is in the book?

You will discover how to:

• respond to upset customers
• engage with really angry people
• develop empathy
• keep yourself stress-free no matter what happens
• think differently about challenging people
• improve all your relationships at work and at home

This book is essential reading for anyone in the hospitality industry. Those in public service should read it as well, including parking wardens, the police, or anyone that deals with the public. My staff who did the course are far more comfortable and confident with all customers than they were before.

John Coleman
Owner of Hummingbird Cafe and Bar, Wellington