The document provides guidance on handling difficult customers to encourage repeat business. It defines types of difficult customers such as disagreeable, domineering, suspicious, slow/methodical, and dishonest. It also gives guidelines for resolving issues with different customer types such as being patient, asking questions, letting customers express themselves, and demonstrating good service. The overall goals are to resolve customer issues efficiently and professionally to build loyalty and encourage repeat business.

1. 2.03 Resolve conflicts with/for customers to encourage repeat business 2.03A Handle Difficult Customers