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 ...

Whether they’re giving tough feedback, addressing conflict or navigating sensitive issues with stakeholders, a leader's job ...

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 ...