1. The 5 A’s A guide to handling aggravated customers

8. The 5 A’s A: Apologize

9. The 5 A’s A: Apologize A: Affirm A: Assure

10. The 5 A’s A: Apologize A: Affirm A: Assure A: Ask

11. The 5 A’s A: Apologize A: Affirm A: Assure A: Ask A: Acknowledge

12. The 5 A’s A: Apologize A: Affirm A: Assure A: Ask A: Acknowledge

14. Credits The Dirty Dozen Brass Band (2004). Introduction. On Good news for people who like bad news [CD]. 550 Madison Ave. New York, NY 10022: Epic. Glen, F. (1994). Take it easy [Recorded by Eagles]. On Hell freezes over [CD]. California: Divine Records. Everything else in this production is a personal product of James Blake Worley made possible by software purchased by him. For educational purposes only and should not be sold or redistributed with out the author’s express written permission. July 2004 for any questions please email jamesbworley@gmail.com