What they don’t want you to know can hurt you
For several years, I’ve operated a customer service wiki, an underground website which contains the names, emails and addresses of company executives who can help consumers like you.
CUSTOMER SERVICE
3 reasons social media matters more than you think
It’s true, social media fatigue is starting to set in across the Internet.
Are you being fed a line? 5 secrets for breaking through the script
Talk to me. That’s all customers like you want when they call a company. They want someone to talk to them.
Is your complaint being “form lettered”? Here are three ways to tell
It was just a matter of time before corporations created the perfect form letter, capable of fooling a veteran consumer advocate. Or you.
What makes you happiest? Your TV — and here’s why
Jessica Beeman paid $779 for her 50-inch TV, a purchase she was pleased with, until one day “it just stopped” working. And then she wasn’t.
Is this British Airways flight bad enough for you?
Arthur West’s 50th anniversary trip to Venice was “extremely enjoyable” — except for one little issue: the British Airways flights. All of them.
Can airline customer service rise to new heights?
The experience of passengers like Nina Boal makes me optimistic about the future of air travel.
Delta’s Ausband: “Customer service is very important to the bottom line”
Here’s part two of my interview with Allison Ausband, Delta Air Lines’ vice president for reservations sales and customer care.
Looks like United may not be a lost cause after all
For the better part of the last year, I’ve thought United Airlines was a lost cause.
Can United Airlines fix itself?
It’s hard to find anyone who likes the new United Airlines. Even at United Airlines.