The shopping season is also one of heightened frustration toward companies and consequently, angry calls to customer service representatives. While we might have every right to be dissatisfied with ...

An Airbnb customer was left furious after being charged for leaving pet hair at a home rental, despite the listing for the property labelling it as pet friendly. The angry guest, called Maddie, ...

Japanese telecommunications giant SoftBank recently announced that it has been developing “emotion-canceling” technology powered by AI that will alter the voices of angry customers to sound calmer ...

Posts from this topic will be added to your daily email digest and your homepage feed. A reassuring line that said Sonos ‘does not and will not sell personal information’ has disappeared. A reassuring ...

Researchers from Vrije Universiteit Amsterdam, Dartmouth College, Babson College, and LUISS University published a new paper in the Journal of Marketing that shows how to de-escalate customer anger on ...

A product they are waiting for is not ready in time due to factors outside of our control (being short-staffed, extremely busy) How to deal with customer that is being unreasonable How to best promote ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...