Careless Chinese Baggage Handler Really Throws Himself Into His Work
A video going viral this week shows an air-freight handler at China's Guangzhou Airport loading a cargo plane in the most careless and ungentle way possible.
customer service
Here's Why United Was Just Named America's Worst Airline
United Airlines once again ranked dead-last in customer satisfaction. A recent picture depicting an unfortunate situation in an airplane lavatory gives us some idea why.
Goodbye, Room Service; Will We Miss It More Than Clean Linens?
The Hilton Midtown, New York City's largest hotel, is getting rid of room service. But nobody should be shocked: It's part of a much bigger cost-cutting trend.
Travelers Say: For Friendly Skies, Don't Pick a U.S. Airline
The major surveys on air travelers' customer satisfaction are out, and even in a business known for delays, bad food and uncomfortable seats, U.S. carriers performed horribly.
IBM's Watson: A Robot Customer Service Agent We Can Love
Watson, the IBM computer that famously won "Jeopardy," will soon arrive in call centers. Here's why this is one customer service robot we can love.
Buyer Beware: Your Sears Purchase May Not Really Be From Sears
Retailers like Amazon, Sears and Walmart now have marketplaces that offer merchandise from other sellers, but the experience is leaving some shoppers confused and unsatisfied.
Is Online Banking Right for You?
Online banking may be a growing trend, but that doesn't mean it's right for everyone. Here are the pros and cons of keeping your cash in a traditional versus online bank.
How to Use Social Media to Make Customer Complaints
Experts discuss the best ways to make a complaint to a company.
McDonald's to Roll Out New 'Dual-Point' Ordering System
Facing a spike in customer complaints about disorganized service, McDonald's is rolling out a new dual-point ordering system.
Bank of America Puts Human Tellers Inside ATMs
Bank of America will start rolling out a new generation of ATMs that allow customers to have a live video chat with a remote teller.
Market Minute: Nordstrom 4th-Quarter Net Income Rises
Luxury spending has rebounded since 2009, but Nordstrom is grappling with new demands from shoppers armed with smartphones and tablets. That's pushing the department store, considered the gold standard in customer service, to redefine the term for a new era.
"Your Call Is Important to Us (but You're Better Off Tweeting)"
It's no secret that no one likes waiting on hold for a customer service representative, but it happens all the time. Fortunately, businesses today are turning to Facebook, Twitter and even texting to handle customer queries.
Amazon Video Game Marketer Is Also a Waffle Iron Expert
Never underestimate the expertise of the employees of Amazon: One man whose usual job appears to focus on promoting video game deals may very well be one of the world's leading authorities on waffle irons.
In Defense of Online Shopping (Delia Ephron, Listen Up)
Screenwriter Delia Ephron did not have a merry online Christmas shopping experience at J. Crew. But rather than complain about the company's customer service, she turned an op-ed column in the New York Times into a wide-ranging indictment of online shopping itself. Here's why she's wrong.
Unwanted Gifts? Your Guide to Post-Christmas Returns
If Santa brought you a bunch of stuff you don't want this Christmas, you're probably itching to get to the store with the gift receipt and return it. To keep hassle to a minimum, follow these expert tips.
Struggling Best Buy Deletes Email Option From Customer Service
Best Buy is in a tailspin, but its new CEO, Hubert Joly, has been touting a plan to revitalize the consumer electronics retailer's fortunes through an emphasis on great customer service. So why, we wondered, did it just eliminate one of its customer service contact options?
9 Questions to Ask to See If Your Bank Is Right for You
The end of the year is a good time to give your financial life a once-over and see what changes need to be made. One item not to forget in that review: your bank. Answering these questions will help you determine whether your money is in the right place, or if it's time for a strategic withdrawal.
The Downside of Credit Unions
Credit union membership is at an all-time high, thanks to our rising disillusionment with traditional banks. Banks, after all, are run by executives aiming to enrich stockholders, while credit unions are owned by, and run for the benefit of, their members. But that doesn't mean credit unions are right for everyone.
For Better Customer Service, Should You Tweet That Complaint?
When it comes to lodging customer-service complaints, people have taken to using social media in droves. But is sending a tweet or posting a gripe on a company's Facebook page really the most effective way to get your problem resolved?
The Customer Isn't Always Right, Especially When He's Complaining
When it comes to customer service disputes, there's an old adage in the retail industry: The customer is always right. Of course, the customer is very frequently in the wrong, and unfortunately for put-upon customer service reps, new research suggests that consumers complain the most when they know they're wrong.
Analyst Dumps Wells Fargo for Bad Service, Rates Stock a Buy
When influential bank analyst Richard X. Bove got fed up with Wells Fargo as a customer, he moved his money over to Chase, then turned the experience into a research note. His startling conclusion: "[T]he service is so bad, and yet the company is so good."
Why China Doesn't Like Barbie, Best Buy or DIY
U.S. companies see China as a market of near limitless potential, but plenty of big names have learned the hard way that the American way doesn't always sell in Shanghai. From Mattel to Home Depot, here are some notable attempts that got lost in translation.
How Offshoring Customer Service Puts Your Financial Data at Risk
Would you trust a stranger to keep your financial secrets? That's exactly what customers do every time they call a bank and talk with a customer service rep. But how much oversight can a bank really have when those reps are in another country?
3 Easy Ways to Tell If a Business Puts Its Customers First
When it comes to customer service, some companies go above and beyond, even it hits the bottom line. Here's how you can tell when you're dealing with a company that really cares about you.
Bad Customer Service? Blame the Bosses' Bad Policies
In many cases, bad customer service isn't caused by negligent or incompetent employees. The fault lies with their bosses, and the policies they put in place that undermine the employee-customer relationship.
Money, We Need to Talk: Investors Demand More Broker Contact
Good communication is key in determining how pleased clients are with their brokers, and there has been a dip in satisfaction. But its not because advisers are communicating less with their clients than they did before the recession. Actually, it's quite the opposite.
Investing 101: What Does It Cost to Open a Brokerage Account?
If you've never invested directly in the market before, the process of getting started can seem daunting. But if you think you may be ready to give stock investing a shot, the first question you'll have is likely to be: How much money do I need to begin?
The Post Office's Plan: Worse Service, Higher Prices
The USPS is still running in the red, and facing an $18.2 billion annual deficit as early as 2015, The Postal Service's solution in a nutshell: Give customers worse service, and charge them more for it. Where have we heard this before? (Hint: the airline industry.)
Is Corporate America Too Focused on Profit Margins?
I recently penned a column pointing out that when America "lost" the TV manufacturing industry to Japan, it wasn't necessarily a bad thing, because the business has become a low-margin money loser. A lot of readers disagreed.
Remember Customer Service? Me Neither
Forbes contributor Larry Downes predicts that Best Buy will eventually go out of business, based solely on one thing: lousy customer service. Ann Brenoff will take that prediction and raise him one: She thinks there are lots of retail companies on track to go bust for the same reason.