CUSTOMER SERVICE

If you love your bank, set it free

Sandra Hoboy wrote to us after many months of disenchantment with Bank of America. A longtime customer frustrated over a fee dispute, her relationship with her bank was on the verge of a break-up. How could a banking relationship once so right go so wrong?
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Hey, @VirginAmerica, tweet me!

Do you use social media? The Pew Research Center recently found that 65 percent of U.S. adults use social networking sites, and a full 90 percent of young adults do. While most of us remember a time less than ten years ago when Twitter was just a twinkle in Jack Dorsey’s eye, it’s safe to say that in another ten years, the next wave of young adults won’t remember a time before Facebook, Twitter, Snapchat and so on were the norm.
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Why does customer service still suck?

We can probably all agree that there are few things more frustrating than sitting on hold with customer service — except maybe navigating the customer service phone system in the first place. Between automated menus, voice-activated options that never work, and seemingly unnecessary transfers from agent to agent, I’m usually discouraged from even calling in the first place.
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