Drawing upon recent behavioral science research, our three experts provide insight into how sales people can most productively manage difficult customers and complaints. Each of our experts has wide ranging experience in dealing with complaints at many levels -- from simple product returns to major real estate deals being threatened with catastrophe. Excellent practical advice is offered that will assist sales people, helping them to work through the solutions in logical stages. The program also shows how to effectively resolve conflict, whilst preserving and reinforcing a positive relationship with the customer.