That's because I've been hard at work improving both the look and usability of the site, so you can find exactly what you need in terms of dealing with specific difficult customer situations.
Right now, it appears all is working, and most major changes to the "look" are done, but I'm still tweaking.
Expansion is in the works too for 2015.
It would help immensely if you could COMMENT on the content or look in the comment boxes on each FAQ answer page, AND rate the FAQ answers. This will help for adding new material that YOU will find relevant.
More information: Better Access To The Defusing Angry Customers Website Advice Areas
If this is your first visit, you'll probably be amazed at the number of tips and techniques we've shared with you to help you deal with those difficult customers, from the mildly annoyed and annoying, to the customers who seem on the edge of violence.
We've drawn upon the content of our books and extracted many of the principles and behaviors that have been proven effective in these kinds of situations.
We recommend that you take your time, and hunt around a bit, explore the different categories, and perhaps bookmark, or better yet, share the tips we provide with your colleagues and friends.
We update this site regularly, so make sure you return often.
One more thing: This IS an interactive site, so if you have questions or comments, you can do that.
More information: Visit and download It It Wasn't For The Customer, I'd Really Like This Job (Book)