Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

When we shop online, a chatbot answers our questions. A virtual assistant helps us track a package. And an AI system guides ...

Maria Rivera, customer service associate at customer service firm Horatio, navigates such conversations with customers as part of her job and says the way someone approaches interactions with a ...

A 47-year-old customer-service representative for Southwest Airlines says it's been a challenge. They've worked there since 2008 and the airline pays them $30 an hour. They said they've dealt with ...

CHICAGO (CBS) – Having trouble with the Department of Water Management's customer service? CBS 2 Investigators have shown lots of Chicagoans getting hosed by the city. To help you resolve some common ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

If you’ve been trying to file for unemployment benefits, claim an airline refund or hunt down a lost package, chances are you’ve called a customer-service line once, twice — maybe 15 times. You’ve ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

If you’ve ever had a phone call with a customer service representative mysteriously “cut out,” it could be that they’ve found a way to end the conversation without getting in trouble. At least, that’s ...

Customer service representatives working at a call center wearing facemasks and using headsets during the Covid-19 pandemic. The supply chain crisis has created a ripple effect of other crisis ...