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 ...

Add Yahoo as a preferred source to see more of our stories on Google. A woman is in the hospital, a man is on the run, and a window was shattered after a shooting at a north Houston restaurant, ...

When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...

In the video taken by a bystander, the customer appeared to be upset that her online order was canceled. A bystander video shows an angry customer throwing hot coffee at a McDonald’s worker in ...

Alas, this is easier said than done. When someone comes to you with a problem, they can be angry, stubborn, mercurial, and—let’s be honest—extremely frustrating. Some of this just comes with the ...

Some customers are so entitled that they act like the employees are robbing them of a VIP experience. Imagine going to work before the store is open, and a customer demands you open early and stay ...