I was employed at a very large company during one of the most negative and largest recalls in U.S. history. This was not only tough on the customers but, the employees as well. How did we retain 100% of our dealers and most of our customers??? This is a fun and interactive exercise in improving your employees customer service skills. Let's understand how to handle the "aggressive customer" in a way that leads to retaining that customer and having the customer perceive a positive experience.