After “terrible service” at Panera, can this customer get a fresh start?

After a Panera trainee gets Mel Ettenson’s order wrong, he tries to contact the company. Why isn’t it responding to his complaint? Read more “After “terrible service” at Panera, can this customer get a fresh start?”

How Air New Zealand rekindled one passenger’s loyalty

Clark Fetridge thought his recent vacation to Australia and New Zealand would be a perfect opportunity to catch up on his in-flight e-book reading.

Little did he know he was about to lose his Kindle — but thanks to Air New Zealand, his reading caught up with him. Read more “How Air New Zealand rekindled one passenger’s loyalty”

Customer service lessons learned from a summer of travel

It’s the little things that matter.

After being on the road nonstop since finishing my book Scammed: How to Save Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals, back in June, I can tell you that good customer service isn’t a big deal — it’s a lot of small ones.

Read more “Customer service lessons learned from a summer of travel”

This free newsletter will save you from scams.