(THE CONVERSATION) - People from underrepresented ethnic and racial groups tend to rate poor customer service less negatively than white people do, according to new peer-reviewed research we ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

When you think of customer service (CS) you probably immediately think of your worst customer service experience and shudder. It’s funny because most of us rarely acknowledge good service yet always ...

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Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and have disclosed no relevant affiliations beyond their ...