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Most Loved and Hated Telecom Companies in US
Believe it or not, Comcast is not the most hated telecommunications company in the country. The American Customer Satisfaction Index, out Tuesday, ranks America's most loved and hated companies...
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When It Comes to Service, McDonald's Isn't No. 1
The fast-food industry may not be heralded for Michelin-rated fare, but chains can earn loyalty through the customer service they offer, ensuring consumers keep coming back for their burgers, tacos,...
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Wash. AG Blasts 'Shocking Deception' by Comcast
"New evidence" has emerged to expand a $100 million 2016 lawsuit against Comcast by Washington state, with accusations of "deceptive conduct" that's "even more egregious than we first realized." That's...
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Your 'CLV' Might Affect How Long You're on Hold
Some people seem to have better luck navigating customer service than others. But as the Wall Street Journal explains, that likely has little to do with actual luck and more to do with something called...
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Zappos Says Its Customer Service Reps Will Talk About Anything
Online shoe and clothing retailer Zappos says it realizes people in these troubled times have worries that go far beyond footwear—and its customer service reps are ready to help. In April, the company,...
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You've Likely Talked to Their Employees, Without Knowing It
You might not have heard the name Arise Virtual Solutions, but ProPublica points out there's a good chance you've spoken to one of their employees—sorry, "agents"—without realizing it. You may have...
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Frontier Airlines Has Ditched Telephone Customer Service
The waiting time to talk to a person on Frontier Airlines' customer service line has now been extended to forever. The budget carrier says the transition to offering online, mobile, and text support...
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US Consumers Appear to Be Angrier Than Ever
If you've found yourself angry at a company or a customer service rep for one reason or another recently, a new national survey suggests you are very much not alone. In fact, the number of people...
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Are Customer Service Reps a Doomed Breed?
A few simple clicks online, no human needed on the other end. That was how Sophie Elmhirst's experience of buying contact lenses online was supposed to go. Instead, as she explains in the Economist ,...
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