Customer service, author, consultant, and trainer specializing in helping organizations, and particularly government agencies, deal with difficult, frustrated, and angry customers and citizens.

To view all my books on amazon, visit the author profile page there.

We also operate a number of websites, most notably, The Customer Service Zone, and The Workplace Issues Supersite, and since I've also had several high sellers on performance management and appraisal, there's the free Performance Management and Appraisal site.