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.
Traditional customer service is struggling as consumers solve problems online and expect options in person.
Timing your call can be crucial to fend off frustration.
Customer-facing roles may soon be taken over by cheaper, friendlier and more knowledgeable robotic retail assistants.
Business Briefing: when robots and customers meet
The Conversation 17.8 MB (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.
Joking around with customers can improve satisfaction, as long as its the right jokes!
Business Briefing: being funny with customers.
The Conversation 16.2 MB (download)
New research shows that humour can relieve tension for employees and increase customer satisfaction, just don't make jokes when it comes to offering apologies!
Get ready to wow them…
While some companies get fined £18m, others have learned to "wow" the punters when things go wrong.
A morning staff meeting gets underway in 2034.
If Google chairman Eric Schmidt is to be believed, the automation of jobs will be the “defining” problem of the next two to three decades. At a debate at Davos 2014, he warned that the constant development…