When I wrote a column on taking care of customers, one negative e-mail stood out to me because it illustrates an important point so well: Companies need to continue to stress customer service and ...

Without these skills, you're navigating your most critical leadership moments blind. Here’s how to change that pattern.

Starbucks is teaching staff how to de-escalate conflicts involving customers breaking its new in-store policies. As part of ...

How do you handle difficult customer service interactions? Picture it: You’re on the receiving end of some service snafu (or worse). Things have not gone as promised. They’ve taken a bad turn. Now you ...

When handling difficult people at work, it’s essential to first spot and understand their type. This allows you to actively deal with a tricky situation at work in a much more focused, supportive, and ...

In the professional world, encountering difficult bosses is almost inevitable. Whether they are micro-managers, disorganized, or authoritarian, understanding how to manage these relationships is ...