As the scale of e-commerce site operations grows, the issue of inconsistent complaint handling quality among staff members ...

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A new CCMC study of 8,500 respondents has found difficult-to-handle Covid/Supply Chain/Inflation issues have come to the fore along with more intense emotions and social media use. And, surprisingly, ...

Co-authored by Nigel Bairstow, Ph.D., and Mark Cario, The Marketing Revolution It's natural for customers to complain, which is an integral part of human nature. Our complaints can be either minor ...

UK telecoms companies have demonstrated a significant improvement in their complaint handling, according to a new report from the industry regulator, Ofcom. The research compares customer service ...

You worry AI will send cold, automated responses to customers. Complex complaints need human empathy. Your fear is valid. PwC research shows one bad experience causes one-third of customers to leave a ...

Customer complaints are an inevitable part of running a business. Sometimes, despite our best efforts, customers may have a bad experience or encounter unfortunate situations that lead them to ...

Consumer frustration with UK financial services is boiling over. The Financial Conduct Authority just dropped data showing a ...

For those of you working in restaurants, hotels, service businesses, gyms, and other fields where you face customers directly every day, aren't "handling complaints" and "announcing seasonal events" ...