Poor customer service or poor empowerment? Companies have to ensure employees have tools and training to succeed

Here’s a great illustration of how quickly a disappointed but reasonable customer can be transformed into a very angry person.

Hysterical customers are usually people who have hit the end of their ropes, and you have been unfortunate enough to be at the tail end of the series of events that got them there. You may not have been the cause of all their problems, but they are nevertheless looking to you for the solutions.

  The reality is that once a situation has been escalated, it’s often too late to save it.  Your best bet is to focus on

 There is a recent story about an angry customer in a Zara store who became so upset that employees called mall security.  The end result was physical

  Over the last couple of weeks we’ve talked about service recovery skills for setting ourselves up for success and ensuring clear understanding of the