Daily Cuts - Is the customer always right? How to handle abuse towards service staff

Verbal abuse, throwing tantrums, damaging property. We’ve witnessed these scenes before, of customers being abusive towards service staff. When we see such incidents, do we know what to do in the heat of the moment? Dr Tania Nagpaul, Senior Lecturer, Human Resource Management Programme, SUSS joins Andrea Heng and Joel Chua on Asia First to try and rationalise such behaviour, as well as advise us on what we can do to ease tensions.