One tense exchange between a Dunkin' Donuts employee and a disgruntled customer was recently captured on video and uploaded to YouTube. The employee's skillful management of the situation emphasizes the importance of training your staff to deal with unhappy customers and giving them the authority to solve problems as they arise, writes Dave Johnson. "Your customer-facing employees should have the flexibility to make decisions on the spot, in short, to do the 'right thing,' " he writes.

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