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The high cost of great customer service

The basics of good customer service, like courtesy and attentiveness, may be free. But great service? That’s expensive. Consider what […]

These airlines are the poster children for bad service

When you have a customer service problem with a company, it can usually be cleared up with a quick phone […]

Yes, customer service really is circling the drain – here’s what to do about it

Customer service isn't what it used to be.

Maybe good airline service is possible after all

As Juanita Centanni boarded a recent Cayman Airways flight from Tampa to Grand Cayman, she braced herself for an awful travel experience.

Does this “disgusted” passenger deserve a full refund?

Airlines often speak from both sides of their mouth.

Secrets for getting the very best customer service

It’s the proverbial man-bites-dog story for consumer reporters: an over-the-top customer service experience in which an employee goes the extra mile.

Decoding service-speak: 5 employee insults you need to know

Spend enough time around customer service agents and you understand that what they say and what they mean are often two very different things. That’s never more apparent than when they are talking directly to you.