Complete Guide To Dealing WIth Difficult, Angry, Aggressive And  Abusive Customers

When George Thompson was a law enforcement officer, he realized that the standard ways of dealing with "the public" were sufficiently confrontational that they were likely to provoke attacks. As a result of his experience he developed a family of methods and philosophy, call Verbal Judo, that focuses on using WORDS instead of force.

He authored a book, Verbal Judo; The Gentle Art of Persuasion, that maps out a number of techniques that can be used in any situations where emotions are high with customers.