This book teaches you how to be free of your own anger and frustration, how to recognize what creates a difficult customer, and how to turn a difficult customer into a happy customer. You will learn what has taken the author - many years to acquire. Whether you like it or not you influence the people in your life, in either a positive, neutral or negative way. If you have tried other self-help, personal or spiritual growth books and still have a missing piece then this book is for you. Maitland has discovered how to hold a calm, positive presence "Being in the Now" no matter what situation you are in or may face. Maitland believes "the key is learning to master the negativity that surrounds us." Maitland builds on the principles from his first book, How to Live a Positive Life - The 5 Keys, and moves them to the business world with a solution to customer service issues. You will also discover: The power of our "positive self" and how to find it, How to handle the negativity in a customer, How to become a good listener, What to do when chaos hits, How to become a better sales person, How to stop office politics and more.