The author offers practical technology to solve one of the most difficult problems of any business providing goods or services - conflict situations with dissatisfied customers. What are the reasons for angry customers? Is the phrase "Customer is always right" correct? How to behave in aggressive communication and after it? Who takes responsibility for solving the problem? Does Angry Customer affect the prosperity of your business? All ideas and recommendations presented were successfully tested by the author based on many years of practice. The book is addressed to both managers and professionals of the Russian business sphere, as well as ordinary employees of any company, as well as everyone who is not indifferent to the culture of Russian service and its worthy development.