When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...

"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 ...