Duration: 4 hours

Classroom Training



The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read, easy-to-understand format can be used for classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills.


When a customer is upset with your company, you are presented with the ultimate opportunity. You can “become the company,” defuse the situation, win the customer over, and ensure continued business. There is no single technique for every customer, but the collection of skills outlined in this self-paced book will work in any industry.


Table of Contents:


Part 1: The Importance of Calming Upset Customers

Customer Satisfaction: Everyone's Job

Upset Customers Don't Come Back

You Want Customers to Complain

A Customer Is...

Assessing Yourself


Part 2: Why Customers Get Upset

Start by Looking for the Cause

Avoidable Upsets

Listening and Returning Calls


Part 3: Preventing Behaviors That Irritate Others

Personal Presentation

Nonverbal Communication

Words That Make a Difference


Part 4: Practicing Behaviors That Calm Customers

Take Action to Reverse Anger

Ten Steps for Dealing with an Upset Customer

Case Studies

After the Customer Has Gone


Part 5: Tips for Managers

Creating an Environment for Customer Satisfaction

Using this Book for a Staff Meeting

Calming Upset Customers and Employees

Convenience and Quality instruction is our goal at John Mason Institute.

Available formats

Live in person instructor at our classroom or remote instruction in the traditional classroom style



Remote one on one  instruction for your convenience with our top quality teachers.

Instruction with a very flexible schedule

Do you need a class date and time not on the schedule or prefer the instruction be done at your location? Then please contact us and we work very hard to meet your needs.


Thanks! Message sent.


603 879 0991

Full Placement and Temporary service available with
John Mason Services
Now Featuring CCNA, CCNP and CCIE Training
Photography Services available including Headshots