“It happens to everyone. It's that moment when you politely ask a browsing customer if they need help, only for them to snap back at you. That Tuesday morning when an irate client stormed into reception, and you caught the full force of her blast. Or even that time when that diner burst into your office, threatening to slaughter your restaurant's image via social media unless you waived the cost of his six-course meal.
As a general rule, most people are easy-going and polite. They do anything they can to avoid conflict, and are able to state their needs and wants in a clear and assertive – but not pushy – manner. Yet unfortunately, there's always a bad apple in the bunch. And it's that one customer that can cause a great deal of tension and sour a perfectly good working atmosphere. Their presence not only causes other clients strife but puts you, and your fellow staff, on edge.
If you've ever had an experience similar to any of the above, then this guide is for you.”
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