When I wrote a column on taking care of customers, one negative e-mail stood out to me because it illustrates an important point so well: Companies need to continue to stress customer service and ...

How do you handle difficult customer service interactions? Picture it: You’re on the receiving end of some service snafu (or worse). Things have not gone as promised. They’ve taken a bad turn. Now you ...

When handling difficult people at work, it’s essential to first spot and understand their type. This allows you to actively deal with a tricky situation at work in a much more focused, supportive, and ...

Starbucks is teaching staff how to de-escalate conflicts involving customers breaking its new in-store policies. As part of ...

In the professional world, encountering difficult bosses is almost inevitable. Whether they are micro-managers, disorganized, ...