Better messaging can't repair a bad customer experience. Sometimes the smartest marketing move is solving the problem behind ...

I recently came across a couple of tip lists for how to deal with angry customers. I found them interesting, because all too often -- confession time -- I find I am that angry customer. When companies ...

Explore the challenges of negotiating workplace policies with confidence and creativity. Discover unique shopper insights.

One of the toughest aspects of working in a call center is dealing with customers who, for whatever reason, refuse to behave in accordance with the fact that the representative on the other end of the ...

Last December, I was in line at a big bookstore. It was packed, and the woman in front of me was not happy. Have you ever been behind someone, and even without seeing their face that they’re really ...

Japanese telecommunications giant SoftBank recently announced that it has been developing “emotion-canceling” technology powered by AI that will alter the voices of angry customers to sound calmer ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...