Learn a foolproof framework for service recovery and how to work with angry, upset, or disappointed customers.

Working with people is always a challenge, but dealing with particularly difficult clients is a feat. When patience runs out, it’s time for creativity. In this article, 17 people from various ...

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 ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

Barcelona midfielder Gavi has been a firebrand since bursting onto the scene as a 16-year-old in the first-team, and has never been one for hiding his feelings. It is not something he has lost in the ...

A competitor just opened selling similar stuff 20% cheaper. Should I drop my prices? Only if you want to go broke together. INSTORE columnist David Brown channels Warren Buffett’s wisdom: “If you need ...

Everybody has bad days. At some point, you’ll encounter a difficult customer who believes that your business is to blame for their bad day. What happens next depends on how your team handles the ...