Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT--listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer--is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.