AT&T's Executive Response Team certainly caused a little controversy yesterday after it warned reader Giorgio Galante that sending another email to ... to significant customer service channels ...

In fact, it can lead to even more loyal customers than before the service failure. For example, airlines have found that an apology for a bad flight can make a customer happier than an uneventful ...

The cable giant today offered a full-throated apology, with one important exception, in response to its latest customer service-related PR crisis: the case of Conal O’Rourke. He became an ...

Despite the airline's stellar record in customer service ... Benion sent an email to all 35,000 customers (even those without an issue) in a heartfelt, jarringly honest apology without bothering ...

On Tuesday, the cable company apologized to Ryan Block and his wife, Veronica Belmont, after the couple's attempts to cancel were stymied by a phone call with a customer service representative ...

The Gazette offers audio versions of articles using Instaread. Some words may be mispronounced. As a longtime subscriber of The Gazette, I immensely enjoy receiving the PRINT edition of the newspaper.

Comcast issued a quick and ardent apology in response to a recording of a frustrated customer who couldn’t get a company representative to cancel his cable service. AOL employee Ryan Block ...

It’s the first rule of customer service: When something goes wrong ... But surprising new research shows that approach can backfire: An apology that extends beyond the first seconds of an ...