Angry Client, I Love You

This is the second book written by Vitaliy Anotshеnko—a well-known Russian specialist in the culture of service, a certified trainer, and a developer of corporate seminars on effective management and motivation. He is the president of the holding “United Consulting Group.” The author offers a practical technology for solving one of the hardest tasks of any business that sells goods or services—conflict situations with dissatisfied customers. What causes angry clients? Is the saying “The customer is always right” true? How should you behave during aggressive communication—and after it? Who takes responsibility for resolving the problem? Does the Angry Customer affect your company’s prosperity? All the ideas and recommendations presented here have been successfully tested by the author based on many years of practice. The book is intended both for managers and professionals in the Russian business sphere and for ordinary employees of any company, as well as for everyone who cares about the culture of Russian service and its worthy development.