Bruce Broussard is the CEO of health care company, Humana. He is also this week's Whiner of the Week. Full disclosure: I've recently had some very frustrating experiences with Bruce [...]
If the words, "Customer Service" make your skin crawl, you're not alone. So how do you think your customers feel when they face your customer service team? This week's 2 [...]
Quick, answer these questions: When someone calls your company, what's the first thing that's said to them either from a live person or an automated system? Do all the prompts [...]
Dear Mr. Chokshi, Thank you for your recent welcome letter regarding my purchase of a PASS card from American Express. My family was excited to learn of a program that [...]
Recently, I've praised the US Postal Service for its efforts to shorten the time you spend waiting in line. I thought the agency had turned a corner in terms of [...]
When your someone from Wachovia Bank leaves you a phone message that you need to call about your account, it?s a reason to panic. The first thing that comes to [...]