Anyone who works in the service sector knows the situation: There are customers who seem almost predestined to make your (work) life difficult. However, no matter how unpleasant the situation may be, one must always behave professionally and calmly as a good service provider. In the new edition of her service classic, Monica Schori demonstrates how to manage this. She not only addresses the various problematic customer types and the appropriate ways to deal with them but also explores the causes of many typical conflict situations in customer interactions. With practical tips and exercises, she provides a helpful guide for anyone in direct contact with customers.