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The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark Hodson/Flickr

Customer service staff need to be problem solving not apologising

Traditional customer service is struggling as consumers solve problems online and expect options in person.
Shareholders might be less likely to expect tax avoidance and may be pushing companies to pay their fair share. JONO SEARLE/AAP

Companies that pay more tax deliver shareholders better returns: new study

Shareholders appear to achieve greater returns from corporations which are less aggressive tax planners and pay a greater percentage of tax, according to a new pilot study.
Consolidation is happening at a rapid pace. But who will bear the brunt of the costs? Khakimullin Aleksandr/Shutterstock.com

Defanged regulations have big media licking their chops

In the coming year, media companies will be adjusting to a new reality – one that ultimately leaves consumers with fewer choices.
Slightly more optimistic economic figures gives Scott Morrison and the Turnbull government a boost heading into 2018, as the charts explain. Lukas Coch/AAP and The Conversation

Seven charts on the 2017 budget update

Seven charts on the highlights from the government's mid year update of the budget.

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