How not to handle it – British Airways have offered up a textbook example of getting almost everything wrong.
A new study shows that restaurateurs would be better off advocating for better public transport access to their precincts rather than for more parking.
But standards of service are so low across the US airline industry that United may well get away with it.
By responding to passenger violence by training staff, airline management fail to address fundamental issues with their low cost profit model.
The extent of Centrelink’s customer service delivery problems is legendary – and it's been getting worse in recent years.
There are a range of linguistic strategies to build rapport with customers, but using their name is always the fall-back – with detrimental results.
Business Briefing: when robots and customers meet
The Conversation18 Mo (download)
Customers might prefer digital robots who don't judge for now but physical robots with empathy may be the customer service workers of the future.
The ride-sharing app means different things in different countries. In Karachi and Lahore, it has highlighted economic inequalities.
Access to justice is still deeply unequal when it comes to low level disputes over bad service or faulty goods.
Phone trees drive you mad? Just want to talk to an actual person? You aren't alone – despite the fact that most customer service journeys begin with automated interactive voice response systems.
Online retail customers demand support from every party involved in the product supply chain, but few are keeping up.
Putting the purchasing public at the heart of your business is getting harder and harder as technology drives ever more interaction.
New evidence suggests retailers hiring for looks are not as shallow as it seems.
A more likely reason for businesses' current interest in happiness and wellbeing has to do with cold hard economics and shifts in the labour force. Happiness, in short, is good for business.
Attitudes to complaining are changing – more are doing it and it's getting easier
Institutional investors such as equity funds increase their holdings in companies where customer satisfaction improves. Researchers…
Customers have a more intense reaction to customer service when they lie, new research conducted by the University of Sydney…