Customers can get so angry. When we're freaking out over Swedish meatballs, is this the end of humanity?

There have been stories coming out of Edmonton that folks are throwing their shovels at snowplow drivers when their vehicle gets stuck in the snow on the street while the plow is clearing it ( they were told to move their vehicle but did not). And we have heard non-stop stories of doctors and nurses being mistreated while they are on the job. IKEA Canada just named a top employer; one of the reasons is for tackling difficult customer concerns so well.

Are we trying to tackle this in reverse? Instead of having employees handle these moments, should we not be investing in changing our outrageous behaviour?

Michael Kerr, The Workplace Energizer! Hall of Fame Certified Speaking Professional, Trainer, Author, Executive Coach helps tells us where he thinks it comes from and if we are doomed.