Imagine being a manager at a store. If an angry customer made one of your employees cry, how would you handle it? Would you kick the customer out or give the customer what you wanted to get them to ...

Dealing with angry customers — whether face-to-face at a resort or through heated emails and social media posts — can be one of the most intimidating parts of hospitality and customer service. Yet, it ...

Working at a retail counter means following rules you didn’t make, but customers don’t always see it that way. A customer was furious when told she needed an ID for her money order, and her anger just ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

Alas, this is easier said than done. When someone comes to you with a problem, they can be angry, stubborn, mercurial, and—let’s be honest—extremely frustrating. Some of this just comes with the ...