DEAR MISS MANNERS: Occasionally I come across a customer service policy that is designed to serve the company better, as opposed to the customer. In those cases, I realize the representative is simply ...

United Airlines on Thursday revealed its "Review and Action Report" recapping the April 9 incident aboard United Express Flight 3411. The report, which was promised by United CEO Oscar Munoz in the ...

A customer service training manual serves as an invaluable tool for instructing your employees how to best provide top-quality service to your clients or customers. A comprehensive training manual ...

Customer service plays an important role in retaining clients and preserving the flow of repeat revenue. You also can take steps to use your customer service policies as a strategic advantage over the ...

Providing exceptional customer service can be tricky. The easiest way to deal with difficult customer inquiries is to keep the customer in the dark until you have a satisfactory resolution. That way, ...

A conversation with researchers Alexandra Feldberg and Tami Kim on rooting out bias in customer interactions. Alexandra Feldberg and Tami Kim, assistant professors at Harvard Business School and the ...

The US Department of Transportation launched a new "airline customer service dashboard" this September following a summer riddled with flight delays and cancellations. The chart is designed to help ...

(USA TODAY) -- United Airlines on Thursday revealed its "Review and Action Report" recapping the April 9 incident aboard United Express Flight 3411. The report, which was promised by United CEO Oscar ...