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.

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 ...

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 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 ...

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.

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...