Three examples of customer experience changes and, in particular, offering self-service options, show three different approaches. I wanted to call them “good, bad, and ugly” but really they ...

SUMMERS: Ama Tenumah is the author of "Waiting For Service: An Insider's Account Of Why Customer Service Is Broken And Tips To Avoid Bad Service." Thank you so much. TENUMAH: Thank you.

What experts say about how to deal with bad customer service involving your money CHICAGO (CBS) – Lately, a rash of CBS 2 viewers have reached out about their battles with banks.

When it comes to direct messaging, a third (32%) of consumers expect a response within one hour, which Emplifi says underscores the urgency for brands to deliver timely and efficient customer care.

Social Security’s acting commissioner recently said out loud what many beneficiaries are thinking these days — the agency’s telephone customer service can “suck.” “We need to show how ...

And that's back-to-back to back-to-back. CHAKRABARTI: So that's Marc, who works in customer service for a major cell phone carrier. We also heard from Jennifer, who also works in customer service.

After shutting down its phone lines in 2022, Frontier announced in May 2024 that passengers can once again reach customer service via phone, but only within 24 hours of their flight.

The investor report also indicates the new digital system would entail a 40% reduction of customer service employees, from 575 to about 350. Originally Published: November 28, 2022 at 9:28 AM MST ...