Ontario Premier Doug Ford renewed a call to buy “Canadian-made everything” to heap pressure on the US to negotiate a trade ...

A penny for the thoughts of our thankless call center workers. Long have they had to endure indignant customers fuming at them for problems beyond their control. Now they must suffer accusations that ...

One of the most counterintuitive lessons in business is that sometimes the best way to deal with difficult clients is not to ...

Inside the real-world headaches, maintenance procedures, and wins of Variable Refrigerant Flow (VRF)/ technology.

After 'woke' scandals and way too much debate about bathrooms, Brian Cornell want to bring the 'Tar-zhay' magic back.

Narrative empathy enables service providers to turn angry customers into satisfied ones while remaining calm and building a resilient, professional service attitude.

Spread the love1. Stay calm and composed: Regardless of how angry the customer may be, it’s essential to remain calm and composed throughout the interaction. Make sure not to take their anger ...

Can de-escalation strategies help angry customers stay calm? Staff at restaurants, shops, airlines, faced much more anger during the pandemic. Many organizations offer de-escalation training. But does ...