Now that Americans are shopping in person again, it seems we’re seeing a lot of videos on social media showing customers lashing out at workers and insulting them over wearing masks or slow service.

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We’ve all encountered unreasonable people in the wild. In this story, one woman causes a lot of heartache over $20. Let’s figure out the truth here. Went to work on Tuesday when a woman came in to ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

The customer is always right. This is an adage that many entrepreneurs and businesses aspire to live up to. However, most entrepreneurs soon find out that customers can be difficult and irrational.

In business, negative interactions with customers are just as common as positive ones. While it’s easy to dwell on the less-than-pleasant experiences that may make you question whether it’s worth it ...

You just need to look at the news lately to realize that there are more difficult people out there. People are getting arrested for being unruly on airlines it seems almost every day. The number of ...

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 ...

You have a great product or service, and you do your best to create an exceptional customer experience. Despite your efforts, though, you encounter difficult customers with more frequency than you'd ...

WACO, Texas (KWTX/Gray News) - A coffee shop in Texas said it addressed an incident involving one of its employees and a deaf woman who complained about a message left on her receipt. Dutch Bros ...