Imagine being a manager at a store. If an angry customer made one of your employees cry, how would you handle it? Would you kick the customer out or give the customer what you wanted to get them to ...

This story is from The Pulse, a weekly health and science podcast. Find it on Apple Podcasts, Spotify, or wherever you get your podcasts. Amie Ward has worked in the hospitality industry for more than ...

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 ...

Some T.J. Maxx customers can get aggressive with employees and other shoppers. A leaked internal document provides a de-escalation protocol for employees. It uses Rae Dunn shoppers as an example of ...

One of the toughest aspects of working in a call center is dealing with customers who, for whatever reason, refuse to behave in accordance with the fact that the representative on the other end of the ...

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 ...