Most of us learned the Golden Rule as children: “Do unto others as you would have done unto you.” This timeless principle serves as an excellent foundation for customer service. When we apply it to ...

Unfortunately, this book can't be printed from the OpenBook. If you need to print pages from this book, we recommend downloading it as a PDF. Visit NAP.edu/10766 to get more information about this ...

Dealing with difficult customers is an inevitable part of running a business. However, learning how to handle challenging interactions with professionalism and empathy can turn potential conflicts ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...