iOS app Android app

Bad Customer Service

Trader Joe's Kills Fun

Roger Wright | Posted 05.08.2016 | Business
Roger Wright

"Kate The Hat Lady" from the Trader Joe's on Lincoln Avenue in Chicago gets told that her decade long tradition of wearing wacky, fun and often bust o...

The Real Cost of Bad Customer Service

Erandi Palihakkara | Posted 04.28.2016 | Business
Erandi Palihakkara

It is important that business owners realize that it is mostly the happiest and unhappiest customers who tend to speak up about their experiences.

Delivering a Great Customer Experience: Is It Nature or Nurture?

David Nour | Posted 04.08.2016 | Business
David Nour

When it comes to strategic relationships, I'm particularly curious about where excellence comes from. Is it nature or nurture? Two recent customer s...

Where Have All the Humans Gone?

Doug A. Sandler | Posted 03.09.2016 | Technology
Doug A. Sandler

Maybe one day there will be touchtone keys for empathy, compassion, rapport and appreciation. In the meantime I will continue hitting the "0" button, waiting for a human to pick up the phone.

Remembering Who The Customer Is

Rob Jolles | Posted 02.05.2016 | Business
Rob Jolles

Isn't technology amazing? We seem to have an insatiable appetite for anything designed to make our lives simpler. Apple is reporting that we've now d...

What Is Customer Experience?

Don Dodds | Posted 01.08.2016 | Business
Don Dodds

Perception is guided by emotional and psychological responses to stimuli presented during the interaction between the customer, the company, or brand, and the immediate environment whether it be in-store or online.

Top 5 Reasons Customers Churn

John Rampton | Posted 12.15.2015 | Business
John Rampton

Have you calculated your customer retention rate lately? Because all data points in one direction: your business' most profitable source of long-term revenue isn't new customers. It's keeping and maximizing the ones you already have.

BoltBus Invites Passenger To Join Loyalty Program After Explosion

The Huffington Post | Hilary Hanson | Posted 05.15.2015 | Crime

After surviving the explosion of their bus Monday, passengers who rode the BoltBus that burst into flames say the company has seriously mishandled the...

How to Talk to Your Angriest Customers

Gregory Ciotti | Posted 06.17.2015 | Business
Gregory Ciotti

Customers want to be treated with respect. The day you stop talking to them like regular people is the day you lose touch and relevance. After that, you start losing customers.

About a Purse

Ann Lewis Hamilton | Posted 03.11.2015 | Women
Ann Lewis Hamilton

Clearly in denial, I put the purse over my arm and modeled it in front of the bathroom mirror. Soft leather, the right size, perfect. When I put the purse back on the kitchen counter, I realized my sweatshirt smelled like fish and chemicals. So did my hands.

Why I Think Customer Service Is Worse Than Ever

Tom Cramer | Posted 01.29.2015 | Fifty
Tom Cramer

Since October, I've been trying to find a company that can fix something in my home, before it got too cold. It was easy to find companies that would sell all new equipment and install. However, I am looking for someone who would also provide estimates for repair, as I believe the largest and most expensive components are salvageable; it's the supporting pieces that are in disrepair.

Family Sues DirecTV Because Sex Offenders Shouldn't Be Going Into Customers' Homes

Reuters | Posted 10.09.2014 | Business

By Lisa Maria Garza DALLAS, Aug 8 (Reuters) - A Dallas family has sued satellite television provider DirecTV after a man making a serv...

Here's Evidence That Customer Service Isn't Really Into Serving Customers

The Huffington Post | Isaac Saul | Posted 08.07.2014 | Business

Ever wonder if customer service employees are actually trying to serve you? Or if they're just trying to get rid of you as soon as possible? Appar...

Remembering to Give a Positive Review

Andrew Benkovic | Posted 10.06.2014 | Business
Andrew Benkovic

The other day I went to make a reservation at one of my favorite chain-restaurants. It was a Saturday and there are times that the restaurant can be c...

Why Customer Service People Still Give Terrible Customer Service

Lisa Earle McLeod | Posted 10.04.2014 | Business
Lisa Earle McLeod

No ma'am, you cannot speak to my supervisor. No ma'am, I don't even have the number for a supervisor. No ma'am, there is nothing you can do to improve...

Is Your Wireless Carrier Jacking You Around?

Kathleen Reardon | Posted 09.24.2014 | Business
Kathleen Reardon

Compared to parts of Europe, where unlimited cell phone data access can be obtained without a contract for a small portion of the fees charged in the USA, cell phone data fees in America are a nightmare.

Bad Customer Service Costs You Nearly $800 A Year

The Huffington Post | Emily Cohn | Posted 07.16.2014 | Business

If that torturous recording of Comcast customers trying to cancel their service hasn't already caused you to rip your hair out in a fit of rage, then ...

Will Comcast's Shoddy Customer Service Practices Snowball with a Time Warner Cable Merger?

Victoria Peng | Posted 09.14.2014 | Business
Victoria Peng

Anecdotal evidence that Comcast's shoddy customer service practices disappoint consumers is overwhelming and warrants consumer protection. Its customer support is poor because most Americans have no other provider in their area.

Listen To A Comcast Rep Torture Customers Trying To Cancel

The Huffington Post | Jade Walker | Posted 07.15.2014 | Technology

We all know that it takes strength to call a utility or telecom. But the patience of two customers was seriously tested recently when they had the aud...

Enough With Airline Fees!

Kevin Richberg | Posted 06.08.2014 | Travel
Kevin Richberg

A group of frequent travelers channeled their frustrations with airline fees into this open letter to the major airlines in the U.S. Their bottom ...

Want to Save Your Company's Online Reputation? Make It Very Easy to Complain

John Rampton | Posted 05.25.2014 | Business
John Rampton

This study also confirms what we already know; people who are dissatisfied are more likely to tell someone else.

The High Cost of Acting Happy

Annie Murphy Paul | Posted 04.22.2014 | Business
Annie Murphy Paul

Surface acting is when front line service employees, the ones who interact directly with customers, have to appear cheerful and happy even when they're not feeling it. This kind of faking is hard work -- sociologists call it 'emotional labor.'

Don't Take 'No' for an Answer: Tips for Going Straight to the Top to Resolve Problems

Jack Garson | Posted 02.22.2014 | Business
Jack Garson

You've heard the line: "These stunts were performed by a professional. Don't try this at home." Well the same applies to battles with big businesses and the government. If you're facing an IRS audit, stay out of it.

When Did The Customer Stop Being Right?

Ann Brenoff | Posted 10.15.2013 | Fifty
Ann Brenoff

We are now living with an entire generation of disinterested store clerks, rude waiters, indifferent cable company operators and medical office staffs who frankly don't give a damn whether you ever cross their employer's doorway again. Does Best Buy really wonder why it's in bankruptcy? (Hint: Shoppers hate you.)

Time Warner Cable Tone Deaf to Customers During Media Blackout

Lorraine Devon Wilke | Posted 10.11.2013 | Media
Lorraine Devon Wilke

I don't care whose fault it is. When two multi-billion dollar companies get into a hissy fit about money, then take their punitive actions out against their customers, they are severely tone deaf to the principles of the marketplace. Customers don't like to be the vessels for vitriol between parties who exist in a vaunted state of wealthy corporate cluelessness.