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Dealing with angry customers — whether face-to-face at a resort or through heated emails and social media posts — can be one of the most intimidating parts of hospitality and customer service. Yet, it ...

Store policies exist to ensure fairness for both customers and staff. This man encountered a customer who wanted to return a faulty phone. Their store policy was a 7-day exchange or refund. It had ...

Most business owners dread customer complaints. But what if every angry email could make you money? What if your refund requests held the key to your next successful product? What if negative reviews ...

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 ...

Co-authored by Nigel Bairstow, Ph.D., and Mark Cario, The Marketing Revolution It's natural for customers to complain, which is an integral part of human nature. Our complaints can be either minor ...