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October 2019, Dealing With Difficult People Newsletter

Last month we discussed Roberta Cava’s book: Before Tying the Knot – Questions couples must ask each other before they marry!  This month we will discuss Roberta’s book:


Paperback ISBN: 9781092892780 – $14.99 USD

E-Book ISBN: 9780648540809 – $9.99 USD

Companies are struggling with customer service because of the influx of people using on-line ordering. For those shoppers who still need to physically touch and see their items, there’s even more need for fully trained staff who know how to deal with customer purchases, returns and problems. They know how to listen carefully to determine what the customer wants and ensure that they feel better after they leave their shop than when they entered.

Some staff face queue rage – where clients go viral and take out their rage on staff. Some companies have had to hire security guards to protect their employees.

Giving better customer service, is a must for companies in this age of zealous competition between firms. How does your company measure up?

Roberta Cava is the owner of Cava Consulting in Queensland, Australia and is the author of 41books and will be writing more.

To order: Go to, then click ‘Books’ and under ‘search’ put either Roberta Cava (which will bring up all of her books) or give the ISBN# for this book.

To contact Roberta Cava or Cava Consulting, please send an e-mail to

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