The best response to hostile emails is to stay calm, composed and laser-focused on listening, our guest columnist writes.

If you have ever worked in customer service, you probably know that some customers can be really rude. You also probably know ...

"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, ...

Good customer service seems like common sense for businesses. But how valuable is it really? John Mitchell is President of Applied Marketing Science, a market research and consulting firm focusing on ...

Before exercising your right to refuse service, you and your employees should always try to de-escalate a rude customer ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...