Retail Wire: When a Customer Freaks Out
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While waiting for a flight, BrainTrust panelist Doug Fleener watched a very stressed passenger freak out on an airline representative. The passenger’s behavior was embarrassing and completely unacceptable, and he observed how the agent handled it. What are some obvious and less obvious ways for retailer staffs to handle extremely irate customers? [more...]
In “The Power of Habit: Why We Do What We Do in Life and Business,” Charles Duhigg did a pretty detailed case study about how Starbucks prepares their associates for that inevitable situation.
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