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It's those darned angry, difficult and manipulative customers that can ruin anyone's day, particularly if you don't know all the skills at your disposal for defusing and dealing effectively with those customers.
In chapter one of If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber you'll find out more about why it's so important to learn the skills, not just for the business you work for, but also for your OWN SANITY. For anyone who works with difficult customers.
More on the book at amazon at: http://www.amazon.com/gp/product/1452803803/ref=as_li_ss_tl?ie=UTF8&camp=1789&creative=390957&creativeASIN=1452803803&linkCode=as2&tag=bacalassoci