Dr. Susan Raines, KSU Conflict Management. Happy customers, clients and patients don’t happen by accident. Successful organizations create positive cultures of customer service based on a firm foundation of conflict prevention and management skills and processes. An unhappy customer tells an average of 9 others, while a happy customer tells only one! The good news is that when a customer is unhappy, the company can do a lot to recapture their business and make them more loyal than ever. This training provides detailed suggestions about how organizational leaders can create a culture designed to create loyal customers whose expectations are consistently met or exceeded.