Let’s be real for a second. When you hear “exceptional service,” do you think of champagne and foot rubs or flashbacks of a soul-draining customer meltdown? Yeah, same. We’ve all been there; treated like royalty one day, and the next? You’re wondering if that rep was a robot with a grudge. But here’s the plot …
We’re not going to sugarcoat it; chaos happens. People snap. Customers rage. Coworkers clash. And unless you’ve got a magical mute button (if you do, call us), your best tool in these fire-alarm moments is de-escalation. No, not “being nice” or “taking the high road” (although those don’t hurt). We’re talking about tactical, smart, reality-tested …
