Training helps Dunkin' Donuts survive a social media takedown

06/13/2013 | PCWorld

A Dunkin' Donuts customer posted an eight-minute video of herself haranguing one of the chain's workers, apparently in a bid to spark a social media firestorm. The chain emerged unscathed from the incident, however, largely because the worker in question handled the episode with grace and good sense. "You can't overtrain your staff on how to deal with an angry customer," Christopher Null writes.

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