How discrimination fits into the business model

Apr 1, 2015
Businesses can bounce unwanted customers, but not whole classes of customers.

How to effectively complain to get what you want

Feb 21, 2014
Stuck on hold with customer service? Have this gameplan, first.

Comcast CEO: "We reinvent ourselves every couple years"

Nov 21, 2013
Turning a 50-year-old cable provider into an internet and content company.

How to use social media for effective customer service

Aug 9, 2013
Sometimes it pays to use Facebook or Twitter to get effective customer service. Tips on how to get the results you want.

McDonald's demands swifter service with a smile

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Apr 11, 2013
McDonald’s faces rising complaints about unfriendly and slow service. So the burger reportedly plans to get employees to step on the accelerator and turn up the charm.

Do merging airlines actually mean better customer service?

Apr 8, 2013
A new report says airlines scored their second best performance rankings in 23 years. Find out how that happened when airline mergers were supposed to make customer service worse.

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Worst cruise ever: Can I sue?

Feb 15, 2013
Probably not, say lawyers, unless you've suffered physical injury. As a gesture of goodwill, Carnival is offerering a full refund, a voucher for a future trip, and $500.

Bank of America to its 270,000 employees: Be nice

Jan 29, 2013
Bank of America had the worst score for customer satisfaction compared with its national rivals. As a group, they all lagged behind credit unions and regional banks.

Apple's 'genius' manual for customer service

Aug 30, 2012
A training manual for Apple's "Genius Bar" obtained by Gizmodo reveals a real-world orientation: customer service.