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 ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

This teenage girl dealt with several angry customers in the coffee shop she was working at. With a coworker, they staged fake ...

Good customer service seems like common sense for businesses. But how valuable is it really? John Mitchell is President of Applied Marketing Science, a market research and consulting firm focusing on ...

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Some customers are so entitled that they act like the employees are robbing them of a VIP experience. Imagine going to work before the store is open, and a customer demands you open early and stay ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

As a librarian, I am no stranger to The Angry Customer. Anyone who has worked in any customer service position knows that formidable enemy very well. I have endured yelling, the threat of physical ...

As consumers turn to a wider array of channels for help and expect faster responses, it has become more challenging to provide customer service. Research shows that customer service that shows empathy ...