On a recent Thursday evening, I tried out a new San Francisco restaurant serving California cuisine. A diner at a nearby table was not happy. I overheard him complaining all night -- the lights were ...

Have you ever come across a consumer that you just can't connect with because they're upset? Customer service is essential to have a successful business that can grow, but there are times when empathy ...

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.

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 ...

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 ...

Managing personalities is often an unpaid extra task that comes with working in retail. How would you handle a woman throwing a fit when it was clearly unwarranted? One guy recently took to Reddit to ...