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?”

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”