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 ...

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 ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...